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🎨 Customer Experience Design

Practical blueprints for crafting every touchpoint of the customer journey with intentionality—from first impression to lasting loyalty. These books treat experience as a designable product in its own right.
What Customers Crave
by Nicholas J. Webb • 2016
Good customer service is killing your business. The design-driven method that replaces it.
3.69
289
🗺️ Customer Journey Mapping🧈 Frictionless Service❤️ Emotional Relevance
What Customers Crave Summary
What Customers Crave 94%
Good customer service is killing your business. The design-driven method that replaces it.
by Nicholas J. Webb 2016
3.69
289 ratings
🗺️ Customer Journey Mapping🧈 Frictionless Service❤️ Emotional Relevance
Notes from a Friend
by Anthony Robbins • 1995
You are punishing loyal customers for the crimes of the 1 percent. A five-step reset.
3.97
2k+
🎯 Customer Experience🧩 Service Design🏷️ Brand Strategy
Notes from a Friend Summary
Notes from a Friend 93%
You are punishing loyal customers for the crimes of the 1 percent. A five-step reset.
by Anthony Robbins 1995
3.97
2k+ ratings
🎯 Customer Experience🧩 Service Design🏷️ Brand Strategy
Outside In
by Harley Manning • 2012
Customer experience is the moat competitors can't copy. A complete blueprint for engineering yours.
3.93
835
🛎️ Customer Experience🎨 Service Design🗺️ Journey Mapping
Outside In Summary
Outside In 93%
Customer experience is the moat competitors can't copy. A complete blueprint for engineering yours.
by Harley Manning 2012
3.93
835 ratings
🛎️ Customer Experience🎨 Service Design🗺️ Journey Mapping
The Experience Economy
by James H. Gilmore • 1999
Goods became services. Now services are becoming experiences. The next step: transformations.
3.80
3k+
🎨 Experience Design💬 Customer Experience🎯 Experiential Marketing
The Experience Economy Summary
The Experience Economy 93%
Goods became services. Now services are becoming experiences. The next step: transformations.
by James H. Gilmore 1999
3.80
3k+ ratings
🎨 Experience Design💬 Customer Experience🎯 Experiential Marketing
Mapping Experiences
by James Kalbach • 2015
One diagram that puts customer actions and business processes on one page: the gaps become obvious.
4.11
694
🗺️ Experience Mapping🛠️ Service Design💼 Jobs To Be Done
Mapping Experiences Summary
Mapping Experiences 93%
One diagram that puts customer actions and business processes on one page: the gaps become obvious.
by James Kalbach 2015
4.11
694 ratings
🗺️ Experience Mapping🛠️ Service Design💼 Jobs To Be Done
The Brand Flip
by Marty Neumeier • 2015
The internet handed customers the controls. Most companies still haven't noticed who's driving.
4.30
673
🎯 Brand Strategy✨ Customer Experience🎨 Design Thinking
The Brand Flip Summary
The Brand Flip 93%
The internet handed customers the controls. Most companies still haven't noticed who's driving.
by Marty Neumeier 2015
4.30
673 ratings
🎯 Brand Strategy✨ Customer Experience🎨 Design Thinking
Designing Experiences
by J Robert Rossman • 2019
Turn any interaction into a journey: a design system from first anticipation to final memory.
3.97
159
🎨 Experience Design💡 Design Thinking🗺️ Journey Mapping
Designing Experiences Summary
Designing Experiences 93%
Turn any interaction into a journey: a design system from first anticipation to final memory.
by J Robert Rossman 2019
3.97
159 ratings
🎨 Experience Design💡 Design Thinking🗺️ Journey Mapping
This Is Service Design Doing
by Marc Stickdorn • 2016
The field manual for turning customer journey maps and sticky notes into real organizational change.
4.36
567
🧠 Design Thinking💫 Customer Experience🔄 Organizational Change
This Is Service Design Doing Summary
This Is Service Design Doing 92%
The field manual for turning customer journey maps and sticky notes into real organizational change.
by Marc Stickdorn 2016
4.36
567 ratings
🧠 Design Thinking💫 Customer Experience🔄 Organizational Change
Experiential Marketing
by Bernd H. Schmitt • 1999
Stop selling features and benefits. Five experience types and the tools to build them.
3.85
112
🏷️ Brand Experience🧩 Customer Experience👁️ Sensory Marketing
Experiential Marketing Summary
Experiential Marketing 92%
Stop selling features and benefits. Five experience types and the tools to build them.
by Bernd H. Schmitt 1999
3.85
112 ratings
🏷️ Brand Experience🧩 Customer Experience👁️ Sensory Marketing
Creating Superfans
by Brittany Hodak • 2023
You can't buy devotion, only earn it: a system for turning indifference into lifelong advocacy.
4.37
260
🛎️ Customer Experience💎 Customer Loyalty✨ Experience Design
Creating Superfans Summary
Creating Superfans 92%
You can't buy devotion, only earn it: a system for turning indifference into lifelong advocacy.
by Brittany Hodak 2023
4.37
260 ratings
🛎️ Customer Experience💎 Customer Loyalty✨ Experience Design
Experiential Marketing
by Kerry Smith • 2016
How to turn live events into content factories that build brands and pay for themselves.
4.18
11
🎪 Event Marketing🎨 Experience Design📖 Brand Storytelling
Experiential Marketing Summary
Experiential Marketing 92%
How to turn live events into content factories that build brands and pay for themselves.
by Kerry Smith 2016
4.18
11 ratings
🎪 Event Marketing🎨 Experience Design📖 Brand Storytelling
The Effortless Experience
by Matthew Dixon • 2013
Delight doesn't build loyalty. Ease does. And the ratio is four to one.
3.94
1k+
📞 Customer Service💝 Customer Experience🎨 Service Design
The Effortless Experience Summary
The Effortless Experience 92%
Delight doesn't build loyalty. Ease does. And the ratio is four to one.
by Matthew Dixon 2013
3.94
1k+ ratings
📞 Customer Service💝 Customer Experience🎨 Service Design
Design Thinking
by Thomas Lockwood • 2009
A guide to embedding design thinking that turns customer empathy into brand loyalty and profit.
3.85
451
🧠 Design Thinking🏷️ Brand Strategy🧑‍💻 Human-Centered Design
Design Thinking Summary
Design Thinking 92%
A guide to embedding design thinking that turns customer empathy into brand loyalty and profit.
by Thomas Lockwood 2009
3.85
451 ratings
🧠 Design Thinking🏷️ Brand Strategy🧑‍💻 Human-Centered Design
The Customer Service Revolution
by John R. DiJulius • 2015
A systematic playbook for customer experiences so good your customers stop asking about price.
4.04
279
🎯 Customer Experience✨ Service Excellence💪 Employee Empowerment
The Customer Service Revolution Summary
The Customer Service Revolution 92%
A systematic playbook for customer experiences so good your customers stop asking about price.
by John R. DiJulius 2015
4.04
279 ratings
🎯 Customer Experience✨ Service Excellence💪 Employee Empowerment
Customer Obsessed
by Eric Berridge • 2016
Customer experience fails in a silo. The fix spans design, data, diversity, and employee engagement.
3.21
48
🤝 Customer Experience👥 Employee Engagement📊 Data-Driven Business
Customer Obsessed Summary
Customer Obsessed 91%
Customer experience fails in a silo. The fix spans design, data, diversity, and employee engagement.
by Eric Berridge 2016
3.21
48 ratings
🤝 Customer Experience👥 Employee Engagement📊 Data-Driven Business
Well-Designed
by Jon Kolko • 2014
The best products win on emotion, not features. How to design with empathy instead of assumptions.
3.89
512
📐 Product Design🧩 User Experience📋 Product Management
Well-Designed Summary
Well-Designed 91%
The best products win on emotion, not features. How to design with empathy instead of assumptions.
by Jon Kolko 2014
3.89
512 ratings
📐 Product Design🧩 User Experience📋 Product Management
Never Lose a Customer Again
by Joey Coleman • 2018
After the sale, keep the customer: a hundred-day playbook to turn one-time buyers into advocates.
4.18
1k+
📈 Customer Retention✨ Customer Experience🚀 Onboarding
Never Lose a Customer Again Summary
Never Lose a Customer Again 91%
After the sale, keep the customer: a hundred-day playbook to turn one-time buyers into advocates.
by Joey Coleman 2018
4.18
1k+ ratings
📈 Customer Retention✨ Customer Experience🚀 Onboarding
Be Our Guest
by Walt Disney Company • 2001
Behind Disney's legendary guest experience is a practical system any organization can adopt.
3.90
5k+
🎯 Customer Experience📐 Service Design🏨 Hospitality Management
Be Our Guest Summary
Be Our Guest 91%
Behind Disney's legendary guest experience is a practical system any organization can adopt.
by Walt Disney Company 2001
3.90
5k+ ratings
🎯 Customer Experience📐 Service Design🏨 Hospitality Management
This Is Service Design Thinking
by Marc Stickdorn • 2010
Services often fail because no one designed them. This book fixes that.
3.98
2k+
🎨 Service Design💡 Design Thinking🔍 User Research
This Is Service Design Thinking Summary
This Is Service Design Thinking 91%
Services often fail because no one designed them. This book fixes that.
by Marc Stickdorn 2010
3.98
2k+ ratings
🎨 Service Design💡 Design Thinking🔍 User Research
Uncommon Service
by Frances Frei • 2012
The counterintuitive rule of service: to be great, you must first decide where to be bad.
4.01
784
🎨 Service Design🧑‍🤝‍🧑 Customer Experience⚖️ Strategic Trade-Offs
Uncommon Service Summary
Uncommon Service 91%
The counterintuitive rule of service: to be great, you must first decide where to be bad.
by Frances Frei 2012
4.01
784 ratings
🎨 Service Design🧑‍🤝‍🧑 Customer Experience⚖️ Strategic Trade-Offs
The Elements of User Experience
by Jesse James Garrett • 2002
User experience has five layers. Most teams start at the top and wonder why it cracks.
4.01
4k+
🎨 User Experience Design👤 User-Centered Design🔄 Design Process
The Elements of User Experience Summary
The Elements of User Experience 91%
User experience has five layers. Most teams start at the top and wonder why it cracks.
by Jesse James Garrett 2002
4.01
4k+ ratings
🎨 User Experience Design👤 User-Centered Design🔄 Design Process
The Best Service is No Service
by Bill Price • 2008
Stop optimizing your call center. The real fix is to destroy demand for customer service.
3.98
174
🛎️ Customer Service Strategy✨ Customer Experience🎨 Service Design
The Best Service is No Service Summary
The Best Service is No Service 91%
Stop optimizing your call center. The real fix is to destroy demand for customer service.
by Bill Price 2008
3.98
174 ratings
🛎️ Customer Service Strategy✨ Customer Experience🎨 Service Design
High-Tech, High-Touch Customer Service
by Micah Solomon • 2012
The personal-service secret of beloved brands, and the technology that scales it.
3.77
113
🛎️ Customer Experience🎨 Service Design🧠 Hiring For Attitude
High-Tech, High-Touch Customer Service Summary
High-Tech, High-Touch Customer Service 91%
The personal-service secret of beloved brands, and the technology that scales it.
by Micah Solomon 2012
3.77
113 ratings
🛎️ Customer Experience🎨 Service Design🧠 Hiring For Attitude
Good Services
by Lou Downe • 2020
Your service assumes a normal user. That user doesn't exist. The design rules that work anyway.
4.29
891
🧩 Service Design🤲 Human-Centered Design♿ Inclusive Design
Good Services Summary
Good Services 91%
Your service assumes a normal user. That user doesn't exist. The design rules that work anyway.
by Lou Downe 2020
4.29
891 ratings
🧩 Service Design🤲 Human-Centered Design♿ Inclusive Design
Mental Models
by Indi Young • 2008
Turn user research chaos into a single diagram that exposes exactly what your product is missing.
3.86
1k+
🧭 Ux Strategy🧩 Design Strategy📦 Product Management
Mental Models Summary
Mental Models 91%
Turn user research chaos into a single diagram that exposes exactly what your product is missing.
by Indi Young 2008
3.86
1k+ ratings
🧭 Ux Strategy🧩 Design Strategy📦 Product Management
Brand Sense
by Martin Lindstrom • 2005
Activate the three senses most brands ignore, and build devotion that a logo alone never could.
3.88
890
🏗️ Brand Strategy🧠 Consumer Psychology✨ Multisensory Design
Brand Sense Summary
Brand Sense 91%
Activate the three senses most brands ignore, and build devotion that a logo alone never could.
by Martin Lindstrom 2005
3.88
890 ratings
🏗️ Brand Strategy🧠 Consumer Psychology✨ Multisensory Design
Design Is Storytelling
by Ellen Lupton • 2017
Great design is storytelling: shaping choices, mapping emotions, and turning users into heroes.
3.96
2k+
🧠 Design Thinking📖 Narrative Design❤️ Emotional Design
Design Is Storytelling Summary
Design Is Storytelling 91%
Great design is storytelling: shaping choices, mapping emotions, and turning users into heroes.
by Ellen Lupton 2017
3.96
2k+ ratings
🧠 Design Thinking📖 Narrative Design❤️ Emotional Design
All New Third Edition Be Our Guest (Completely Revised and Updated Third Edition)
by The Disney Institute • 2060
How a theme park operator turns customer service into theater, and the blueprint you can steal.
3.33
3
🧑‍🤝‍🧑 Customer Service🏨 Hospitality Management🎢 Experience Design
All New Third Edition Be Our Guest (Completely Revised and Updated Third Edition) Summary
All New Third Edition Be Our Guest (Completely Revised and Updated Third Edition) 91%
How a theme park operator turns customer service into theater, and the blueprint you can steal.
by The Disney Institute 2060
3.33
3 ratings
🧑‍🤝‍🧑 Customer Service🏨 Hospitality Management🎢 Experience Design
The User Experience Team of One
by Leah Buley • 2013
Win allies, test fast, and ship better products as the solo UX designer: the lightweight methods.
4.19
2k+
📱 User Experience Design🧑‍💻 Solo Designers🔍 Guerrilla Research
The User Experience Team of One Summary
The User Experience Team of One 91%
Win allies, test fast, and ship better products as the solo UX designer: the lightweight methods.
by Leah Buley 2013
4.19
2k+ ratings
📱 User Experience Design🧑‍💻 Solo Designers🔍 Guerrilla Research
How to Win Customers and Keep Them for Life
by Michael LeBoeuf • 2000
Customers stay when the experience pays off for them. A system for making every touchpoint deliver.
3.9
200
🔄 Customer Retention✨ Customer Experience🎯 Customer Centricity
How to Win Customers and Keep Them for Life Summary
How to Win Customers and Keep Them for Life 91%
Customers stay when the experience pays off for them. A system for making every touchpoint deliver.
by Michael LeBoeuf 2000
3.9
200 ratings
🔄 Customer Retention✨ Customer Experience🎯 Customer Centricity
Storytelling for User Experience
by Whitney Quesenbery • 2010
Data alone doesn't persuade. Turn user research into stories that align teams and drive design.
3.75
505
🖥️ Ux Design📖 Storytelling In Design🔍 Design Research
Storytelling for User Experience Summary
Storytelling for User Experience 90%
Data alone doesn't persuade. Turn user research into stories that align teams and drive design.
by Whitney Quesenbery 2010
3.75
505 ratings
🖥️ Ux Design📖 Storytelling In Design🔍 Design Research
Designing Products People Love
by Scott Hurff • 2015
Most products fail in their empty and error states: a playbook for designing all five.
4.11
271
🎨 Product Design🖥️ Ux Design🔍 Customer Research
Designing Products People Love Summary
Designing Products People Love 90%
Most products fail in their empty and error states: a playbook for designing all five.
by Scott Hurff 2015
4.11
271 ratings
🎨 Product Design🖥️ Ux Design🔍 Customer Research
Design thinking
by Mauricio Vianna • 2012
Most innovation chases technology or markets. This method chases human meaning instead.
3.55
100
🧑‍🎨 Human-Centered Design📐 Design Methodology🚀 Innovation Management
Design thinking Summary
Design thinking 90%
Most innovation chases technology or markets. This method chases human meaning instead.
by Mauricio Vianna 2012
3.55
100 ratings
🧑‍🎨 Human-Centered Design📐 Design Methodology🚀 Innovation Management
A Project Guide to UX Design
by Russ Unger • 2009
The methods and documents that carry a UX project from first requirement to final design.
3.87
2k+
🖥️ User Experience Design🎯 User Centered Design🔍 User Research Methods
A Project Guide to UX Design Summary
A Project Guide to UX Design 90%
The methods and documents that carry a UX project from first requirement to final design.
by Russ Unger 2009
3.87
2k+ ratings
🖥️ User Experience Design🎯 User Centered Design🔍 User Research Methods
101 UX Principles
by Will Grant • 2018
A UX field manual: 101 rules to turn a frustrating interface into one users love.
4.10
158
🖥️ User Experience Design🎛️ Interface Design🌐 Web Usability
101 UX Principles Summary
101 UX Principles 90%
A UX field manual: 101 rules to turn a frustrating interface into one users love.
by Will Grant 2018
4.10
158 ratings
🖥️ User Experience Design🎛️ Interface Design🌐 Web Usability
What Would Apple Do?
by Dirk Beckmann • 2013
The design and business rules Apple uses to dominate industries, and how to steal them.
3.21
43
📱 Product Design💻 Technology Business🧑‍💻 User-Centered Design
What Would Apple Do? Summary
What Would Apple Do? 90%
The design and business rules Apple uses to dominate industries, and how to steal them.
by Dirk Beckmann 2013
3.21
43 ratings
📱 Product Design💻 Technology Business🧑‍💻 User-Centered Design
Product Design for the Web
by Randy J. Hunt • 2013
Why shipping early and designing the invisible parts matters more than getting the pixels right.
3.76
278
📱 Product Design✨ User Experience🔄 Iterative Design
Product Design for the Web Summary
Product Design for the Web 90%
Why shipping early and designing the invisible parts matters more than getting the pixels right.
by Randy J. Hunt 2013
3.76
278 ratings
📱 Product Design✨ User Experience🔄 Iterative Design
Zag
by Marty Neumeier • 2006
Why different beats better, and the method for making your brand the one they remember.
3.99
4k+
🔖 Brand Strategy⚡ Radical Differentiation🎨 Design Thinking
Zag Summary
Zag 90%
Why different beats better, and the method for making your brand the one they remember.
by Marty Neumeier 2006
3.99
4k+ ratings
🔖 Brand Strategy⚡ Radical Differentiation🎨 Design Thinking
Designing for Growth
by JeanneLiedtka • 2011
Four questions, simple canvases, fast prototypes: the design thinking playbook for managers.
3.99
952
🧠 Design Thinking🏢 Corporate Innovation👥 Human-Centered Design
Designing for Growth Summary
Designing for Growth 90%
Four questions, simple canvases, fast prototypes: the design thinking playbook for managers.
by JeanneLiedtka 2011
3.99
952 ratings
🧠 Design Thinking🏢 Corporate Innovation👥 Human-Centered Design
The Jobs To Be Done Playbook
by Jim Kalbach • 2020
Products get hired, not bought. The playbook for discovering the job your customers need done.
4.06
419
🗺️ Innovation Frameworks🔍 Customer Research🧠 Product Management
The Jobs To Be Done Playbook Summary
The Jobs To Be Done Playbook 90%
Products get hired, not bought. The playbook for discovering the job your customers need done.
by Jim Kalbach 2020
4.06
419 ratings
🗺️ Innovation Frameworks🔍 Customer Research🧠 Product Management
Brand Gap, The
by Marty Neumeier • 2003
Brands stumble not on bad strategy or poor design, but on the gap no one manages.
3.98
6k+
🧠 Brand Strategy🧭 Brand Differentiation💡 Design Thinking
Brand Gap, The Summary
Brand Gap, The 90%
Brands stumble not on bad strategy or poor design, but on the gap no one manages.
by Marty Neumeier 2003
3.98
6k+ ratings
🧠 Brand Strategy🧭 Brand Differentiation💡 Design Thinking
Articulating Design Decisions
by Tom Greever • 2015
Designing is easy. Explaining your choices to skeptical stakeholders is the real job.
4.14
2k+
🖥️ Ux Design🤝 Stakeholder Management💬 Persuasive Communication
Articulating Design Decisions Summary
Articulating Design Decisions 90%
Designing is easy. Explaining your choices to skeptical stakeholders is the real job.
by Tom Greever 2015
4.14
2k+ ratings
🖥️ Ux Design🤝 Stakeholder Management💬 Persuasive Communication
The Design of Everyday Things
by Donald A. Norman • 1988
Why you can't figure out a simple door: the design classic that blames objects, not people.
4.15
48k+
🖥️ User Experience📐 Product Design🧠 Design Psychology
The Design of Everyday Things Summary
The Design of Everyday Things 90%
Why you can't figure out a simple door: the design classic that blames objects, not people.
by Donald A. Norman 1988
4.15
48k+ ratings
🖥️ User Experience📐 Product Design🧠 Design Psychology
Content Design
by Sarah Richards • 2017
Stop writing, start designing: a research-first way to make content that users actually need.
4.31
734
🗂️ Content Strategy✍️ Ux Writing🔍 User Research
Content Design Summary
Content Design 90%
Stop writing, start designing: a research-first way to make content that users actually need.
by Sarah Richards 2017
4.31
734 ratings
🗂️ Content Strategy✍️ Ux Writing🔍 User Research
Authenticity
by James H. Gilmore • 2007
Everything sold is manufactured, including authenticity. The winners manage the perception of real.
3.69
222
🎟️ Experience Economy👁️ Brand Perception🎭 Perceived Authenticity
Authenticity Summary
Authenticity 90%
Everything sold is manufactured, including authenticity. The winners manage the perception of real.
by James H. Gilmore 2007
3.69
222 ratings
🎟️ Experience Economy👁️ Brand Perception🎭 Perceived Authenticity
The Design Thinking Playbook
by Michael Lewrick • 2018
A playbook for applying design thinking beyond products: ecosystems, digital transformation, and AI.
3.89
482
🧠 Design Thinking💻 Digital Transformation👤 Human-Centered Design
The Design Thinking Playbook Summary
The Design Thinking Playbook 90%
A playbook for applying design thinking beyond products: ecosystems, digital transformation, and AI.
by Michael Lewrick 2018
3.89
482 ratings
🧠 Design Thinking💻 Digital Transformation👤 Human-Centered Design
Insanely Simple
by Ken Segall • 2012
Apple's secret: a hatred of complexity that governs teams, products, marketing. An insider explains.
3.91
6k+
📱 Product Design🏢 Corporate Culture👥 Small Teams
Insanely Simple Summary
Insanely Simple 90%
Apple's secret: a hatred of complexity that governs teams, products, marketing. An insider explains.
by Ken Segall 2012
3.91
6k+ ratings
📱 Product Design🏢 Corporate Culture👥 Small Teams
Innovation Games
by Luke Hohmann • 2006
Turn customer discovery into a game: the play-based way to uncover what buyers really need.
3.98
305
🛠️ Product Development👥 Participatory Design💡 Design Thinking
Innovation Games Summary
Innovation Games 90%
Turn customer discovery into a game: the play-based way to uncover what buyers really need.
by Luke Hohmann 2006
3.98
305 ratings
🛠️ Product Development👥 Participatory Design💡 Design Thinking
Meaningful
by Bernadette Jiwa • 2015
Why solving the problems people have stopped noticing builds brands they never stop loving.
3.71
939
🎨 Design Thinking💛 Customer Empathy🎯 Product-Market Fit
Meaningful Summary
Meaningful 90%
Why solving the problems people have stopped noticing builds brands they never stop loving.
by Bernadette Jiwa 2015
3.71
939 ratings
🎨 Design Thinking💛 Customer Empathy🎯 Product-Market Fit
Undercover User Experience Design
by Cennydd Bowles • 2010
No budget, no mandate? A tactical guide for smuggling user experience into resistant organizations.
4.02
504
🗣️ Ux Advocacy🔄 Organizational Change💡 Design Thinking
Undercover User Experience Design Summary
Undercover User Experience Design 90%
No budget, no mandate? A tactical guide for smuggling user experience into resistant organizations.
by Cennydd Bowles 2010
4.02
504 ratings
🗣️ Ux Advocacy🔄 Organizational Change💡 Design Thinking
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