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CUSTOMER JOURNEYS 12/9.

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Præsentationer af emnet: "CUSTOMER JOURNEYS 12/9."— Præsentationens transcript:

1 CUSTOMER JOURNEYS 12/9

2 Eksempler Touchpoints Matrix by Brugnoli
CUSTOMER JOURNEYS 12/9 Eksempler Touchpoints Matrix by Brugnoli

3 BRUGERREJSER/ CUSTOMER JOURNEYS
brugerrejse = holistisk syn på hele oplevelsen/servicen Opdeling i sekvenser, berøringsflader – også kaldet ”touch-points”

4 EKSEMPLER

5 Tog rejse

6 Engage me, inform me, guide me, support me

7 Muligheder/ udfordringer?
Hvilke positive og/eller negative oplevelser er der/kan der opstå i de forskellige berøringsflader aktiviteter? (før, under, efter rejse)

8 5. HVAD ER SERVICE DESIGN ?, BEGREBER OG EKSEMPLER
Touch points Customer journey System map

9 Touch points Customer journey System map

10 THE THOUCH POINT MATRIX
The touchpoints matrix merges some features of the customer journey maps with some features of the system maps and is based on the use of personas. By Gianluca Brugnoli -teacher at Politecnico di Milano and designer at Frog Design-

11 5. HVAD ER SERVICE DESIGN ?, BEGREBER OG EKSEMPLER
Touch points Customer journey System map

12 5. HVAD ER SERVICE DESIGN ?, BEGREBER OG EKSEMPLER
Touch points Customer journey System map

13 5. HVAD ER SERVICE DESIGN ?, BEGREBER OG EKSEMPLER
Touch points Customer journey System map

14 5. HVAD ER SERVICE DESIGN ?, BEGREBER OG EKSEMPLER
Touch points Customer journey System map

15 5. HVAD ER SERVICE DESIGN ?, BEGREBER OG EKSEMPLER
Touch points Customer journey System map

16 5. HVAD ER SERVICE DESIGN ?, BEGREBER OG EKSEMPLER
Touch points Customer journey System map

17 5. HVAD ER SERVICE DESIGN ?, BEGREBER OG EKSEMPLER
Touch points Customer journey System map

18 5. HVAD ER SERVICE DESIGN ?, BEGREBER OG EKSEMPLER
Touch points Customer journey System map

19 This graph describes a possible journey across the photography eco-system.
The first step is defining the different touchpoints that are part of the system (vertical axis) and the different actions that are supported by the system (horizontal axis).

20 SERVICE BLUEPRINT - Kommer senere, men hav det med i baghovedet, når I laver jeres research.

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22 ‘PEAK-END RULE’ – OM HVORDAN VI HUSKER OPLEVELSER
Af psychologist and Nobel laureate Daniel Kahneman: “…we judge our past experiences almost entirely on how they were at their peak (pleasant or unpleasant) and how they ended. Virtually all other information appears to be discarded, including pleasantness or unpleasantness and how long the experience lasted.” Peak-end rule kan være god at inddrage i service design

23 PEAK-END RULE BY KAHNEMAN
The 'peak-end' rule: Can it transform your customer experience? William Cusick is the CEO of Vox Inc. and the author of "All Customers Are Irrational: Understanding What They Think, What They Feel, and What Keeps Them Coming Back."

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