Books like Mapping Experiences by James Kalbach

Steve Krug’s practical guide distills usability expertise into clear principles for creating intuitive, user-friendly web sites that keep visitors coming back.

A practical guide to user interface design, offering pattern-based solutions for web, CD, and mobile platforms.

Suggests five questions leaders should use to evaluate their organization and make changes, covering mission, customers and their values, results, and plans.

"loyalty.com outlines what the new technology means for marketers in every field and provides specific, easy-to-implement techniques to create and implement cost-effective and results-driven CRM (Customer Relationship Management) strategies. Filled with hands-on explanations of sophisticated customer analysis and relationship-building techniques that exploit up-to-the-minute technological advances, it shows you how to give customers what they want to buy as opposed to what you want to sell them - and win customer share as opposed to market share."--BOOK JACKET.

This is the eBook version of the printed book.Explore the new design discipline that is behind such products as the iPod and innovative Web sites like Flicer. While other books on this subject are either aimed at more seasoned practitioners or else are too focused on a particular medium like software, this guide will take a more holistic approach to the discipline, looking at interaction design for the Web, software, and devices. It is the only interaction design book that is coming from a designers point of view rather than that of an engineer. This much-needed guide is more than just a how-to manual. It covers interaction design fundamentals, approaches to designing, design research, and more, and spans all mediums—Internet, software, and devices. Even robots! Filled with tips, real-world projects, and interviews, you'll get a solid grounding in everything you need to successfully tackle interaction design.

Customer Journeys are a modern version of customer processes. You can download the book for free via the link below.