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Adaptive Paths to Experience Mapping by Adaptive Paths

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Adaptive Paths to Experience Mapping by Adaptive Paths
AdAptive pAth's Guide to

experience Mapping
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First Edition published August 2013 Adaptive Path pier one, Bay 2 san Francisco, CA 94111 adaptivepath.com Written and designed in san Francisco and Austin We love our ideas to spread. this license allows you to remix, tweak, and build upon our work non-commercially. When doing so, you must acknowledge Adaptive path. When in doubt, just ask us. We won’t bite. For more information on what you can do with the content and ideas contained in this guide, go here: http://creativecommons.org/licenses/ by-nc/3.0/ or send a letter to Creative Commons, 444 Castro street, suite 900, Mountain view, California, 94041, usA.

of course, customers don't care about these efforts. they care about meeting their needs across touchpoints and across the competitive landscape. When done well, an experience map illuminates the holistic customer experience, demonstrating the highs and lows people feel while interacting with your product or service. the process of mapping uncovers the key customer moments that, once improved, will unlock a more compelling and more valuable overall experience. We've used experience mapping in our practice, among other methods, to generate insights, support new initiatives, and build stronger futures for the organizations we partner with.

BRANdON ScHAUER
CEO

our mission at Adaptive path is to guide our clients towards great human experiences. We've created this guide for others who are ready to take on that challenge. As you collaboratively create and use your experience map, let us know what you discover!

mAPPING THE FUTURE organizations collectively spend billions of dollars each year on experiences intended to attract, serve, and retain customers. they build new stores and launch new websites; answer thousands of questions in call centers; market, advertise, and promote in multiple channels; experiment with trendy mobile apps; roll out new products; and

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