On July 26th we will have Jim Kalbach join us to discuss insights from his latest book 'Mapping Experiences'.

Talk Description
Mapping Experiences: From Insight to Action

Visualizations are a key tool that help organizations organize and make sense of customer insight. Once completed, diagrams such as service blueprints and experience maps help change the company perspective from inside-out to outside-in.

But our job goes beyond mapmaking. To gain broader team alignment, we also have to be facilitators, communicators, and ultimately strategic players within organizations. In this talk, Ill show how you can use diagrams effectively in your organizations to make the information actionable.

Key take-aways
- A critical look at mapping
- A general process for mapping
- How to align teams and turn insight into action

About Jim
Jim Kalbach is a noted author, speaker, and instructor in user experience design, information architecture, and strategy. He is currently the Head of Customer Success at MURAL, a leading online digital whiteboard. Jim is the author of two OReilly books: Designing Web Navigation (2007) and Mapping Experiences (2016). He blogs at experiencinginformation.com and tweets under @jimkalbach

Book Description
Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But its worse when people inside these companies cant pinpoint the problem because theyre too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions.