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Copy of Customer journey map
Transcript of Copy of Customer journey map
of Architecture Academic year 2010-2011 Service II Professor: Gerrit Van der Veer Tutor: Selene Uras Student: Elena Turtas The customer journey map is an oriented graph that describes the journey of a user
by representing the different touchpoints that characterize his interaction with the service. How it's made? First step:
of tou points The user experience is obtained by connecting the different touchpoints in a sequence. Second step:
analyse customer's feelings related to the perception of service through some
questions and keywords touch-
points Every keywords identifies aspects that users can perceive as barriers between a touchpoint to the other. touch-
points So it's consistently useful look at this framework: Actions: What is the customer doing at each stage? What actions are customers taking to move themselves on to the next stage?
Motivations: Why is the customer motivated to keep going to the next stage? What emotions are they feeling?
Questions: What are the uncertainties, jargon, or other issues preventing the customer from moving to the next stage?
Barriers: What structural, process, cost, implementation, or other barriers stand in the way of moving on to the next stage? Advantages When To Use • To gain an understanding from the perspective of different customers / service users
• To understand the potential barriers and obstacles that customers encounter.
• To identify the interdependencies of processes that interact with the customer
• To improve efficiency within a service Disadvantages Conclusion The user journeys
a successful project design.