The document describes a customer experience journey map that outlines the phases a user goes through when interacting with a service, from initial attention to exit. It includes sections for pre-service period, introduction of the targeted user, service period, baseline, action phases of attention, curiosity, decision making and exit. Each section then has 7 points that provide explanations. The map is intended to align solutions and content with the user's mental model and needs at each step of their experience. It notes the goal is to achieve the user's baseline requirements or provide a "WOW" experience above the baseline.
James kalbach alignment diagrams euro ia 2010Jim Kalbach
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The document discusses various strategic UX deliverables including alignment diagrams that can be used to align customers, business needs, technology, and content to create value. It describes service blueprints, customer journey maps, workflows, mental models, behavior matrices, and isometric maps as tools to visualize the relationship between customers, business goals, and touchpoints. These deliverables provide benefits such as a common understanding across teams, showing the big picture, continuity in vision, and informing business strategy.
IA Summit 2012: Mapping the ExperienceChris Risdon
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1. The document describes an experience map for Rail Europe that was created through qualitative research including stakeholder interviews and a customer experience survey.
2. The experience map outlines the customer journey with Rail Europe across multiple stages from research and planning, to shopping, booking, post-booking, travel, and post-travel. It maps touchpoints, feelings, thoughts, and actions at each stage.
3. The map provides insights and opportunities to improve the customer experience across the journey, such as helping customers get help when needed, supporting independent trip planning, and improving the paper ticket experience.
The document describes a customer experience journey map that outlines the phases a user goes through when interacting with a service, from initial attention to exit. It includes sections for pre-service period, introduction of the targeted user, service period, baseline, action phases of attention, curiosity, decision making and exit. Each section then has 7 points that provide explanations. The map is intended to align solutions and content with the user's mental model and needs at each step of their experience. It notes the goal is to achieve the user's baseline requirements or provide a "WOW" experience above the baseline.
James kalbach alignment diagrams euro ia 2010Jim Kalbach
?
The document discusses various strategic UX deliverables including alignment diagrams that can be used to align customers, business needs, technology, and content to create value. It describes service blueprints, customer journey maps, workflows, mental models, behavior matrices, and isometric maps as tools to visualize the relationship between customers, business goals, and touchpoints. These deliverables provide benefits such as a common understanding across teams, showing the big picture, continuity in vision, and informing business strategy.
IA Summit 2012: Mapping the ExperienceChris Risdon
?
1. The document describes an experience map for Rail Europe that was created through qualitative research including stakeholder interviews and a customer experience survey.
2. The experience map outlines the customer journey with Rail Europe across multiple stages from research and planning, to shopping, booking, post-booking, travel, and post-travel. It maps touchpoints, feelings, thoughts, and actions at each stage.
3. The map provides insights and opportunities to improve the customer experience across the journey, such as helping customers get help when needed, supporting independent trip planning, and improving the paper ticket experience.