Category Archives: Alignment Diagrams

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