Book on order. We used mapping, both concept based and journey based, in the enterprise. We developed many, many maps. It was always a useful approach. I recommend it for any interaction, with client, employee,customer or process. The Visualization alone can point you to insights. Beyond that, adding data, resources and insights can take you further ... In UXMatters: (The free chapter provided there has some excellent detail)
This is a sample chapter from the book Mapping Experiences: A Complete Guide to Creating Value Through Journeys, Blueprints, & Diagrams, by Jim Kalbach, which O’Reilly Media published in May 2016. UXmatters is publishing this chapter with O’Reilly’s permission. Copyright © 2016 O’Reilly Media. All rights reserved.
Chapter 4: Initiate: Starting a Mapping Project
Mapping Experiences CoverOne of the most common questions I get in my workshops on mapping is, “How do I begin?” Aspiring mapmakers may see the immediate value in these techniques, yet they have barriers getting started.
Getting stakeholder buy-in is a common challenge. I’ve been fortunate to have had opportunities to create diagrams of all kinds and have found that stakeholders see the value in mapping only after the process is complete. As a result, initiating an effort requires convincing them up front. .... "