Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams – by James Kalbach
Walk in your customers’ and your employees’ shoes to figure out the true root cause of poor and inconsistent experiences. This book teaches the fundaments of various types of maps and diagrams that will help you understand and design experiences. It’s not for everyone and isn’t a step-by-step how-to book, but it provides a lot of great information to get you to think differently about design