Ifyouwanttocreateproductsandservicesthatproviderealvalue,youshouldfirstidentifytouchpoints—areaswherebusinessandcustomerneedsintersect.Thispracticalbookshowsyouhow.UsingvariousmappingtechniquesfromUXdesign,you’lllearnhowtoturncustomerobservationsintoactionableinsightforproductdesign.