Steps to Mapping a Customer’s Journey

Designing the Digital ExperienceAwhile back, I sent Valeria Maltoni (who writes the cool Conversation Agent blog) a copy of my bookDesigning the Digital Experience.

She’s been reading it, and blogged about it (very awesome – thanks, Valeria)! And in the process, she has some really good pointers about mapping the customer journey (which I wrote about in Chapter 11). She came up with some steps to mapping a customer’s journey:

  1. Connect the dots between internal preparedness and external needs – overcoming internal processes and barriers that block you from giving your customer a better “journey”
  2. Integrate what you say with what you do – “How are all of the messages you’re sending out in each medium integrating with the feedback you receive in that medium, for example? What are you learning and feeding back into the process?”
  3. Innovate at each touch point – “What process or tool have you not updated for a long time and needs revisiting, for example?”

… and each point discusses the “moment of truth” found in each of those steps.

Go read the whole post – good stuff there!

Seen at the Richland County Public Library

My book seen at Richland County Public libraryTyler, from the blog, was kind enough to take this snapshot of Designing the Digital Experience sitting on the shelf at the Richland County Public Library and email it to me! Here’s what Tyler said about the book:

Hey David,

I bought your book off of Amazon yesterday, but also went down to the
Richland County Public library to check it out until it gets here.

Attached are the pics from that visit!

I found about you and your site a little while ago by searching for
something about designing a better blog for users (can’t remember exact term).  I started a personal blog,, about 3 months ago — I
don’t have a huge technical background, but I’m learning as much as I can
so I can make sure my blog is “good” for my customers, aka readers.

While your book is *marketed* towards designers and business owners, I
think that anybody who has any type of website can benefit from the book,
even a small “not for profit” personal blog like mine.  I’ve already found
quite a few things from reading your book that I can apply to my blog.

Feel free to post this on your blog or testimonials page or whatnot — I’d
love to help sell the book, it’s great!


Thanks Tyler for buying the book, taking the pics, and the kind words! You rock!

My Book was Spotted in the Wild!

I left it this wayMy book, Designing the Digital Experience, has been spotted in the wild! Or more appropriately, I spotted it at the Barnes and Noble in Topeka, KS.

Which got me to thinking … if you ever happen to see my book in your local bookstore, please take a pic and send it to me (or send me the flickr link), and I’ll post it here – that might be fun (or it could be really embarrassing, if you can’t find the book anywhere … :-)

And for some related book-ish news: I’ll be at Computers in Libraries next week. CIL always puts on a great conference – lots of new emerging trends and practical, “use it tomorrow” tips, all focused on libraries and info professionals. If you are one of those, you should try to get to this conference!

I’ll be speaking a time or two as well – on Tuesday, I’m talking about designing digital experiences, and on Monday night I’ll be doing a book signing at the InfoToday booth.

Make sure to stop by and say hi!

Two Great Book Reviews of Designing the Digital Experience

Designing the Digital Experience was reviewed!Book News and The Tech Static recently mentioned my book, Designing the Digital Experience – cool! Book News said the book is “for web developers who are looking to enhance the customer’s experience with ordering and browsing online, stressing the fact that Internet consumers are looking for a pleasant and positive shopping environment as well as bargains.”

And The Tech Static wrote a great review. They said the book “is an entertaining introduction to web design, usability, and Web 2.0 for the beginner, as well as a stimulus for those with previous experience.”

Go read both – then buy lots of the books… they make great stocking stuffers :-)