ENGLISH

The Experience Design Blueprint

By Gregory James Olson

Book information

ISBN
9780060455217, 0671611011
Language
english
Format
PDF
Filesize
3 MB (3614680 bytes)
Pages
\322
Time added
2020-05-02 18:40:06

Description

The Experience Design BLUEPRINT Copyright Info About the Author Acknowledgments Contents Preface Introduction Who is this book for? How This Book Works Section 1: Making the Invisible Visible Chapter 1: What Makes an Experience? Chapter 2: Making the Customer Come Alive Chapter 3: Who is in the Sandbox? Chapter 4: Modeling the Customer Journey Chapter 5: The Rental Car Journey Chapter 6: Aiming for Remarkable, Unbroken, and Generous Design Remarkable Unbroken Broken Bad Design Equals Broken Experience When Bad Design Kills Metrics that Matter Generous Design Chapter 7: Improving the Journey Filters Remove Unwanted Information Lenses Provide Focus for Design 4 Action Levers Chapter 8: Promise Delivery System Pivot on the Audience Develop Strategy Produce and Deliver Customer Insights and Validation Sourcing Team Insights Sourcing Noncustomer Insights Apply Learning Navigating Trends and Changes The Curse of the Lumpy Snowball Quick Trip Importance of Promise Delivery System Section 2: Making a Bigger Imprint Chapter 9: The Neighborhood A Better Neighborhood Recipes for Being a Better Neighbor Chapter 10: Bees and Raccoons Pursuing the Shiny A Better Role Model Focus Focus or Hocus Pocus Chapter 11: Barriers to Innovation and Overcoming the Wall 4 Reasons We Don’t Move Forward Chapter 12: The Three Psychological Zones Chapter 13: Taking Flight The Featherless Crow Thinking Big and Excellence in Execution 3 Doors of Change Chapter 14: The World of Work has Changed The Great Misalignment Taking Action Chapter 15: From Argh to Aha! End Notes

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