Title: Mapping Experiences – A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams (2nd Edition)
Author: Jim (James) Kalbach
Publication date: November 2020 (O’Reilly online); February 9, 2021 (print)
Pages: 436 (2nd ed.) — 384 (1st ed., 2016)
Value for PMs & founders
A practical way to align business and technology around real customer experience: turn research into alignment diagrams (journey maps, service blueprints, experience maps) that expose friction, prioritize opportunities, and guide product/service decisions.
Summary
Kalbach walks through setting a clear point of view, scoping, combining qual & quant evidence, then selecting the right map type. The maps act as shared artifacts to drive ideation, prioritization, and delivery. The 2nd edition adds 40+ new visuals, 8 case studies, and a new chapter, reflecting recent practice.
3 community-reported takeaways (with sources)
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Start with a crisp POV to keep maps focused and actionable. LinkedIn
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Alignment diagrams align the org—they reveal gaps and dependencies and speed up cross-functional decision-making. O’Reilly Media
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Co-creation with real data wins—blend stakeholder workshops with user evidence; journey maps and service blueprints are complementary. ux-republic.com
Buy online (FR & international)
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O’Reilly (publisher) – 2nd ed. O’Reilly Media
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Amazon (US) – 2nd ed. Amazon
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Bookshop.org – 2nd ed. Bookshop UK
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Barnes & Noble (US) – 2nd ed. Barnes & Noble
Author of Impact Factories / Co-founder of Shy Robotics and Product Whys / Head of Product at Dassault Systèmes / Engineer passionate about innovation and entrepreneurship
Full bibliography here
