Service Design at KISK (3): Customer Journey
10
Service Design Lecture 3 KISK FF MU Brno 22 October 2014 Customer Journeys
-
Upload
adamhazdra -
Category
Education
-
view
200 -
download
1
description
Third lecture on service design at KISK FF MU Brno. This time on mapping the experience and getting ready for design.
Transcript of Service Design at KISK (3): Customer Journey
Service DesignLecture 3KISK FF MU Brno22 October 2014
Customer Journeys
Let‘s Pause for a Moment
Last Time
• New members formed teams• We reviewed interview progress• We kicked off the Goal-oriented Personas• New goals were set (interviews +
personas)
Today
• We‘ll review your Personas and interviews• We‘ll discuss Customer Journeys• We‘ll get ready for Design Workshop
Structure of a Customer Journey
• Activities (chronological, from user perspective)
• Touchpoints • Pain-points and Pleasure-points• User side/ company side• Artefacts• Less important: Persona, Goals,
Quotes, ...
• Every team finalizes personas, i.e. we are clear on what we design for
• Journey is also finalized, i.e. we know what problems will be targeted by new design
5 November from 1 to 4 PM at KJM
Next Meeting
