Author Archives: Jim Kalbach

About Jim Kalbach

Head of Customer Experience at MURAL

Sorting Things Out: Customer Journey Maps, Experience Maps and Service Blueprints

Mapping experiences is becoming increasingly popular. But it’s a jungle out there when it comes to terminology. This post clarifies the differences between key diagram types.

Sorting Things Out: Customer Journey Maps, Experience Maps and Service Blueprints

Mapping experiences is becoming increasingly popular. But it’s a jungle out there when it comes to terminology. This post clarifies the differences between key diagram types.

Rapid Techniques for Mapping Experiences

Mapping experiences does not have to take a lot of time. In fact, you can complete the steps in a matter of days. Read this post to find out how.

Rapid Techniques for Mapping Experiences

Mapping experiences does not have to take a lot of time. In fact, you can complete the steps in a matter of days. Read this post to find out how.

Strategy Blueprint

Strategy is hard to define precisely. It gets conflated with analysis and with planning. Neither of these are strategy. At is core, strategy is about how you’ll overcome the challenges you face to reach a desired position. The Strategy Blueprint is a simple tool that let’s you and your team discover and design a strategy.

Strategy Blueprint

Strategy is hard to define precisely. It gets conflated with analysis and with planning. Neither of these are strategy. At is core, strategy is about how you’ll overcome the challenges you face to reach a desired position. The Strategy Blueprint is a simple tool that let’s you and your team discover and design a strategy.

Jazz as a Model for Teamwork

Great team collaboration is the secret sauce of successful companies. At its core, collaboration comes from the culture of your company and the dynamics of your team. This entertaining session demonstrates how the dynamics of jazz improvisation serve as a model for better teamwork.

Jazz as a Model for Teamwork

Great team collaboration is the secret sauce of successful companies. At its core, collaboration comes from the culture of your company and the dynamics of your team. This entertaining session demonstrates how the dynamics of jazz improvisation serve as a model for better teamwork.

Resources for Mapping the Experience with Alignment Diagrams

The activity of mapping experiences takes many forms and has many facets and approaches. This post summarizes some of the top resources on a variety of related techniques, all of which I put under the umbrella term “alignment diagrams.” These resources are used in my workshops on the topic as well as found in my book, Mapping Experiences.

Resources for Mapping the Experience with Alignment Diagrams

The activity of mapping experiences takes many forms and has many facets and approaches. This post summarizes some of the top resources on a variety of related techniques, all of which I put under the umbrella term “alignment diagrams.” These resources are used in my workshops on the topic as well as found in my book, Mapping Experiences.

Resources on Faceted Navigation Design

These days it’s expected to be able to narrow search results with filters, e.g., on the left side of the results page. Called faceted navigation, this is a way to improve overall findability of information, particularly on sites with large

Resources on Faceted Navigation Design

These days it’s expected to be able to narrow search results with filters, e.g., on the left side of the results page. Called faceted navigation, this is a way to improve overall findability of information, particularly on sites with large

UX Strategy Blueprint

How do we consistently create UX strategy? Tough question. Part of the problem is in the fuzziness of the term “strategy” itself. Many people blur it with detailed planning. Others consider strategy to be in-depth investigation, such as market research

UX Strategy Blueprint

How do we consistently create UX strategy? Tough question. Part of the problem is in the fuzziness of the term “strategy” itself. Many people blur it with detailed planning. Others consider strategy to be in-depth investigation, such as market research

UX Debt: Borrowing From Your Users

In financial terms, “debt“ is money borrowed by one party from another. The borrower can spend money they currently don’t have with an obligation to pay it back later, usually with interest. So, the borrower is willing to trade off

UX Debt: Borrowing From Your Users

In financial terms, “debt“ is money borrowed by one party from another. The borrower can spend money they currently don’t have with an obligation to pay it back later, usually with interest. So, the borrower is willing to trade off

Resources on UX Strategy

Below is a list of resources I reference in my workshop on UX strategy. Because UX strategy must ultimately align with business strategy, understanding the business side of things is imperative. Consequently many items below represent some of my favorite

Resources on UX Strategy

Below is a list of resources I reference in my workshop on UX strategy. Because UX strategy must ultimately align with business strategy, understanding the business side of things is imperative. Consequently many items below represent some of my favorite

Undiscovered Public Knowledge and IA

I just gave a talk for World IA Day at U Mich in lovely Ann Arbor entitled “Undiscovered Public Knowledge and IA.” Below are the slides, followed by links to the resources I mentioned in the talk. (Apologies for comical looking fonts:

Undiscovered Public Knowledge and IA

I just gave a talk for World IA Day at U Mich in lovely Ann Arbor entitled “Undiscovered Public Knowledge and IA.” Below are the slides, followed by links to the resources I mentioned in the talk. (Apologies for comical looking fonts:

/ Lean

4 Common Misconceptions About “Lean Startup”

Since the appearance of The Lean Startup by Eric Reis, “lean” approaches have taken off like wildfire. As the name implies, “lean” is about reducing waste. In the case of Lean Startup it’s specifically about reducing waste in business innovation.

/ Lean

4 Common Misconceptions About “Lean Startup”

Since the appearance of The Lean Startup by Eric Reis, “lean” approaches have taken off like wildfire. As the name implies, “lean” is about reducing waste. In the case of Lean Startup it’s specifically about reducing waste in business innovation.

RITE: Testing and Stakeholder Engagement

Usability testing has become standard fare for most serious web and software development efforts over the last decade or two. The overall intent of testing is to reduce the risk of finding usability errors after product is launched. The typical “over-the-shoulder” method

RITE: Testing and Stakeholder Engagement

Usability testing has become standard fare for most serious web and software development efforts over the last decade or two. The overall intent of testing is to reduce the risk of finding usability errors after product is launched. The typical “over-the-shoulder” method

Companies Must Become Publishers

In 1999, Rick Levine, Christopher Locke, Doc Searls, and David Weinberger formulated their 95 theses into what became the Cluetrain Manifesto, which was then published as a book in 2000. [1] The Manifesto pointed to new global marketplace, where markets are seen as

Companies Must Become Publishers

In 1999, Rick Levine, Christopher Locke, Doc Searls, and David Weinberger formulated their 95 theses into what became the Cluetrain Manifesto, which was then published as a book in 2000. [1] The Manifesto pointed to new global marketplace, where markets are seen as

Vision Videos: Theories of a Believable Future

We can’t see the future, yet we’re forced keep up with change at an ever-increasing rate. To guide their decisions, businesses develop visions about the world as it will be, or a theories of a believable future. As Clayton Christensen

Vision Videos: Theories of a Believable Future

We can’t see the future, yet we’re forced keep up with change at an ever-increasing rate. To guide their decisions, businesses develop visions about the world as it will be, or a theories of a believable future. As Clayton Christensen

User Experience Shape – Designing For Engagement

In the first chapter my book Designing Web Navigation, I pose the question, Why do we even need web navigation at all? Well, for one, navigation provides access to the content of a site. But more important, it’s the way that

User Experience Shape – Designing For Engagement

In the first chapter my book Designing Web Navigation, I pose the question, Why do we even need web navigation at all? Well, for one, navigation provides access to the content of a site. But more important, it’s the way that