Category Archives: Alignment Diagrams

Which Maps Do You Really Need?

Mapping Experiences is about possibilities. In it, I highlight many of the existing tools for mapping experiences from different perspectives. Mapping an experience is not a singular activity, and there are many ways to go about it. But with possibility

Which Maps Do You Really Need?

Mapping Experiences is about possibilities. In it, I highlight many of the existing tools for mapping experiences from different perspectives. Mapping an experience is not a singular activity, and there are many ways to go about it. But with possibility

Mapping Experiences: Five Key Questions to Get Started

Kicking off a mapping project and don’t know where to begin? You’re not alone. I’m often asked how to get started. Here’s the problem: “experience” defies precise definition. It’s a broad and fuzzy concept. You need to first untangle it

Mapping Experiences: Five Key Questions to Get Started

Kicking off a mapping project and don’t know where to begin? You’re not alone. I’m often asked how to get started. Here’s the problem: “experience” defies precise definition. It’s a broad and fuzzy concept. You need to first untangle it

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.

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.

Balancing Value with Alignment Diagrams

I’m proud to be publishing a short article on alignment diagrams in Touchpoint: The Journal of Service Design (vol 4, no. 3, pp. 70-73) called “Balancing Value with Alignment Diagrams.” Touchpoint isn’t available online, but you can download the PDF

Balancing Value with Alignment Diagrams

I’m proud to be publishing a short article on alignment diagrams in Touchpoint: The Journal of Service Design (vol 4, no. 3, pp. 70-73) called “Balancing Value with Alignment Diagrams.” Touchpoint isn’t available online, but you can download the PDF

Top 5 Posts in 2012 on Experiencing Information

2012 was a relatively slow year for me in terms of quantity of new blog posts. But I was able to capture and share some of my best thoughts this year. Here are quotes that summarize each of the top

Top 5 Posts in 2012 on Experiencing Information

2012 was a relatively slow year for me in terms of quantity of new blog posts. But I was able to capture and share some of my best thoughts this year. Here are quotes that summarize each of the top

Cross Channel Design With Alignment Diagrams

Alignment diagrams are a class of documents that reveal the touchpoints between a customer and a business. Examples of alignment diagrams include customer journey maps, experience maps and service blueprints, among others. As I’ve written about previously, locating value is

Cross Channel Design With Alignment Diagrams

Alignment diagrams are a class of documents that reveal the touchpoints between a customer and a business. Examples of alignment diagrams include customer journey maps, experience maps and service blueprints, among others. As I’ve written about previously, locating value is

Principles of Alignment Diagrams

I frequently get asked about a specific technique for creating alignment diagrams. It’s important to keep in mind that alignment diagrams aren’t a single document type, rather a class of maps that seek to visually represent and coordinate various aspects of

Principles of Alignment Diagrams

I frequently get asked about a specific technique for creating alignment diagrams. It’s important to keep in mind that alignment diagrams aren’t a single document type, rather a class of maps that seek to visually represent and coordinate various aspects of

Top 5 Posts in 2011 on Experiencing Information

Here is a list of my top posts in 2011, in order of the number of views each became. #1. …On Communicating Strategy for Design 19 June 2011 I’m really happy this came at the top of the list because it

Top 5 Posts in 2011 on Experiencing Information

Here is a list of my top posts in 2011, in order of the number of views each became. #1. …On Communicating Strategy for Design 19 June 2011 I’m really happy this came at the top of the list because it

Consumer Decision Journeys

David Edelman has an interesting recent article in The Harvard Business Review entitled “Aligning with the Consumer Decision Journey.” He writes: Marketers need to drop the funnel metaphor to describe consumer touch points and instead study the evolving and increasingly

Consumer Decision Journeys

David Edelman has an interesting recent article in The Harvard Business Review entitled “Aligning with the Consumer Decision Journey.” He writes: Marketers need to drop the funnel metaphor to describe consumer touch points and instead study the evolving and increasingly

Fighting The “Air Sandwich”: Aligning For Success

For a while now I’ve been observing a similar pattern in some companies I’ve worked for or had contact with: There’s often a disconnect between high-level strategies and what actually happens during implementation. Execs don’t get what they want, and

Fighting The “Air Sandwich”: Aligning For Success

For a while now I’ve been observing a similar pattern in some companies I’ve worked for or had contact with: There’s often a disconnect between high-level strategies and what actually happens during implementation. Execs don’t get what they want, and

Business Model Design: Disruption Case Study

I’ve been working with Alexanders Osterwalder’s approach to business model generation via the business model canvas (BMC) for a few years now. The canvas is straight forward to use, which is the beauty of it: you “get it” right away. But

Business Model Design: Disruption Case Study

I’ve been working with Alexanders Osterwalder’s approach to business model generation via the business model canvas (BMC) for a few years now. The canvas is straight forward to use, which is the beauty of it: you “get it” right away. But

Business Model Canvas: A Type Of Alignment Diagram

In my presentation at Euro IA 2010 in Paris, I proposed the term “alignment diagrams” to refer to the class of documents currently found in design practice that do a similar thing: they visually align multiple facets of customer behavior

Business Model Canvas: A Type Of Alignment Diagram

In my presentation at Euro IA 2010 in Paris, I proposed the term “alignment diagrams” to refer to the class of documents currently found in design practice that do a similar thing: they visually align multiple facets of customer behavior

Customer Journey Mapping Resources On The Web

Last updated: 17 September 2011 Originally published: 10 May 2010 Service design can be traced back to the writings of G. Lynn Shostack in the early 80s. [1, 2] Though not new, there is a lot of talk these days about

Customer Journey Mapping Resources On The Web

Last updated: 17 September 2011 Originally published: 10 May 2010 Service design can be traced back to the writings of G. Lynn Shostack in the early 80s. [1, 2] Though not new, there is a lot of talk these days about