My process for creating an iBook

  1. Understand the business opportunities
  2. Write the story of the customer journey
  3. Determine what elements from the customer journey will have the most impact as a visual or interactive element
  4. Create visual artifacts
  5. Combine visual artifacts with interactive controls in iBook Author file
  6. Test, refine and deliver 

Understanding the business and creating a customer story

Customer Journey for Taco Bell, created in Google Sheets.

Every project has to be grounded in delivering value to the business and customers. Through conversations with our Solutions Engineers and Sales Reps I would gain understanding about what the business intended to solve and why.

With those insights, I would map how to use the Salesforce Marketing Cloud to deliver value to customers and achieve a business's objectives. 

From those conversations I could start to craft a customer story. Including the team in the process was a key to success, thus I created a template in Google Sheets that allowed everyone to participate.


Customer Journey Template in Google Sheets

Basic Questions and Instructions

Story Elements and Timeline

Level of Effort Estimator

Producing Visuals for the iBook

Brand assets from the web

Because our timeframe to deliver was often limited, I used a number of tools to speed production. Custom designed Keynote and iBook Author templates significantly increased my speed. Well stocked libraries of icons and stock images also helped. Anything I didn't own I would find online.

However, many stories could not be told with just template content and my solution was to build graphics and animations in Keynote. I purchased Keynotopia (a Keynote prototyping library) and started adding assets that would support telling Customer Journey stories. Because Keynote is powerful enough to accept nearly any file type, I could design custom elements in Photoshop, Illustrator or nearly any program and drag and drop those files directly into my Keynote. This flexibility allowed extreme customization when needed.  

Later, I directed my team to build out common customer interaction patterns. We called that library "Loops" and found it nearly halved our time to assemble a prototype or customer journey.  

Phone screen designs for Taco Bell iBook

Customer profile screens over time

Building an iBook

Live Màs Customer Journey in iBook Author

With a story in hand, visuals to help bring it to life and a custom iBook Template to build from, I would be ready to assemble an iBook. I would build out the sections of the iBook based on the customer story. The Google Sheet was designed for producing an iBook and my first step was to copy the story text onto blank pages of an iBook and make sure that the flow was right with just the script. From there, I would pick the interaction for the page and build out each widget and customize elements of the page. 

When the iBook was finished, I would export, test and then deliver via Dropbox. 

Experience the Live Màs Taco Bell iBook

Video Walk-through

Additional Examples