ExplorationPersonas & Customer Journey

1st Pecha Kucha Presentation

30 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz 1

Entangled

230 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz

330 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz

Dieter & Renate Ebeling

Dieter & Renate Ebeling

430 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz

Dieter & Renate Ebeling

530 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz

Innsbruck

630 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz

PROBLEM TWEET

730 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz

“Innsbruck does not provide a separateoverview of all religious monumentsthat can be visited.”

Innsbruck

830 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz

Touch Points // Customer Journey Map

Seeing the tourist information centerEntering & searching for information on their ownQueue up & waitIt‘s their turnGeneral InformationNecessary information is not providedLeaving the information center

930 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz

Touch Points // Customer Journey Map

1030 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz