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About James Kalbach
Jim Kalbach is a noted author, speaker, and instructor in design, customer experience, information architecture, and strategy. He is currently the Head of Customer Experience with MURAL, a leading online whiteboard for digital collaboration. Previously, Jim has worked with large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix among others.
Before returning to the US in 2013 after living for fifteen years in Germany, Jim was the co-founder of the European Information Architecture conferences. He also co-founded the IA Konferenz series in Germany.
Jim’s plays jazz bass in jam sessions and combos in Jersey City, where he currently lives. In 2007 Jim published his first book, Designing Web Navigation (O’Reilly). His second book, Mapping Experiences (O'Reilly), was published in 2016 and became a best seller. His latest book, The Jobs To Be Done Playbook, was launched in April 2020. He blogs at http://www.experiencinginformation.com and tweets at @jimkalbach
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These days, consumers have real power: they can research companies, compare ratings, and find alternatives with a simple tap. Focusing on customer needs isn't a nice–to–have, it's a strategic imperative.
The Jobs To Be Done Playbook (JTBD) helps organizations turn market insight into action. This book shows you techniques to make offerings people want, as well as make people want your offering.
Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the causes of these problems because they're too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visually map existing customer experience and envision future solutions.
Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming helps you determine where business goals and customer perspectives intersect. Armed with this insight, you can provide the people you serve with real value. Mapping experiences isn't just about product and service design; it's about understanding the human condition.
- Emphasize recent changes in business using the latest mapping techniques
- Create diagrams that account for multichannel experiences as well as ecosystem design
- Understand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable to actionability
- Explore ways to apply mapping of all kinds to noncommercial settings, such as helping victims of domestic violence
Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions.
Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can help determine where business goals and customer perspectives intersect. Once you’re armed with this data, you can provide users with real value.
Mapping Experiences is divided into three parts:
- Understand the underlying principles of diagramming, and discover how these diagrams can inform strategy
- Learn how to create diagrams with the four iterative modes in the mapping process: setting up a mapping initiative, investigating the evidence, visualizing the process, and using diagrams in workshops and experiments
- See key diagrams in action, including service blueprints, customer journey maps, experience maps, mental models, and spatial maps and ecosystem models
Thoroughly rewritten for today's web environment, this bestselling book offers a fresh look at a fundamental topic of web site development: navigation design. Amid all the changes to the Web in the past decade, and all the hype about Web 2.0 and various "rich" interactive technologies, the basic problems of creating a good web navigation system remain. Designing Web Navigation demonstrates that good navigation is not about technology-it's about the ways people find information, and how you guide them.
Ideal for beginning to intermediate web designers, managers, other non-designers, and web development pros looking for another perspective, Designing Web Navigation offers basic design principles, development techniques and practical advice, with real-world examples and essential concepts seamlessly folded in. How does your web site serve your business objectives? How does it meet a user's needs? You'll learn that navigation design touches most other aspects of web site development. This book:
- Provides the foundations of web navigation and offers a framework for navigation design
- Paints a broad picture of web navigation and basic human information behavior
- Demonstrates how navigation reflects brand and affects site credibility
- Helps you understand the problem you're trying to solve before you set out to design
- Thoroughly reviews the mechanisms and different types of navigation
- Explores "information scent" and "information shape"
- Explains "persuasive" architecture and other design concepts
- Covers special contexts, such as navigation design for web applications
- Includes an entire chapter on tagging