Like a good story, successful design is a series of engaging moments structured over time. The User’s Journey will show you how, when, and why to use narrativ

User story mapping is a valuable tool for software development, once you understand why and how to use it. This insightful book examines how this often misunder

Understand your users, gain strategic insights, and make your product development more efficient with user experience mapping About This Book Detailed guidance

How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the qu

Emergencies—landing a malfunctioning plane, resuscitating a heart attack victim, or avoiding a head-on car crash—all require split-second decisions that can