Posts Tagged: alignment diagrams
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.
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
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
Locating Value with Alignment Diagrams
Paul Kahn and I just published an article outlining a foundation for what we’re calling alignment diagrams. See “Locating Value with Alignment Diagrams” in volume 2, issue 2 of the Parsons Journal of Information Mapping. Here’s this abstract: Theorists and
Locating Value with Alignment Diagrams
Paul Kahn and I just published an article outlining a foundation for what we’re calling alignment diagrams. See “Locating Value with Alignment Diagrams” in volume 2, issue 2 of the Parsons Journal of Information Mapping. Here’s this abstract: Theorists and
EXPERIENCING INFORMATION 