Mapping Experiences Quotes

“In a broader sense, visualizations inform strategy. They are a key way of seeing the market from the customer’s perspective. Mapping experiences isn’t a nice-to-have design tool; it’s a must-have for strategic alignment.”
― James Kalbach, Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

“Similarly, this is what mapping offers: new insight. It starts with an investigation and illustration of the human condition and then works out ways to support people’s needs.”
― James Kalbach, Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

“The mind constructs small-scale models of reality to anticipate events, to reason, and to underlie explanation.”
― James Kalbach, Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

“Creating great experiences is not about individual touchpoint optimization but rather how touchpoints come together into a unified whole.”
― James Kalbach, Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

“Empathy is about seeing the world through someone else’s eyes. It’s about an implicit sense of what an experience is like, what people value, and what emotions are involved”
― James Kalbach, Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

“An experience is something that is constructed in the mind of the perceiver. It’s not something an organization owns. To map experiences, investigation into those experiences from the perspective of the individual is necessary.”
― James Kalbach, Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

“FIGURE 5-1. Comb existing sources for relevant evidence, group the implications on the experience people may have, and make conclusions.”
― James Kalbach, Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

“To help comb through existing data, use a common format to review findings across source types. Organize user research findings using a simple progression of three steps—evidence, interpretation, and implications for the experience:”
― James Kalbach, Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

“The advice is clear: don’t force people to bridge gaps of your offering. That’s your job. Mapping experiences allows you to locate transitional volatility within a broader system of interactions and find innovative solutions to address it.”
― James Kalbach, Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

“You don’t compete against products and services in your category: you compete against anything that gets the job done from the user’s point of view.”
― James Kalbach, Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

“Moments of truth can be thought of as a special type of touchpoint. They are critical, emotionally charged interactions, and usually occur when someone has invested a high degree of energy in a desired outcome. Moments of truth either make or break the relationship.”
― James Kalbach, Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

“the goal of a mapping effort isn’t to complete an artifact, but to address the challenges the diagrams help discover and understand. Diagrams”
― James Kalbach, Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams