← Jim KalbachMapping Experiencesby Jim KalbachVisualizing customer experiences to improve service and engagementFind on Amazon↗About the authorJim KalbachJim Kalbach is the Chief Evangelist at MURAL and the author of Mapping Experiences, the definitive guide to experience mapping for product and service designers. His work helps teams visualize customer journeys and align around improving them.More by Jim KalbachThe Jobs to Be Done PlaybookFramework for identifying customer needs and designing solutions→Designing Web NavigationPrinciples and practices for creating intuitive digital navigation→