[ FreeCourseWeb.com ] Meet the Expert: Jim Kalbach on New Directions in Mapping Experiences



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Instructors: James Kalbach

June 2021 | Duration: 1h

Video: MP4 1920x1080 48 KHz | English

Size: 803 MB



Over the past decade, mapping experiences—a design and marketing technique that attempts to capture an experience in a diagram—has entered the mainstream. Stakeholders are now asking for things like customer journey maps by name, even if they don’t know exactly what they’re requesting. To keep up with demand, the field, along with associated areas such as experience design, service design, and customer experience management, is maturing quickly, bringing with it a number of necessary changes.



Join us for this edition of Meet the Expert with Jim Kalbach. You’ll get an overview of experience mapping fundamentals and explore five trends shaping the field today: facilitation as a core part of mapping, increased focus on multichannel experiences, the rise of mapping as a management activity, the inclusion of employee experience, and the application of experience mapping outside of commercial settings.



What you’ll learn and how you can apply it



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