Service Design at KISK (3): Customer Journey
Download as PPTX, PDF
0 likes1,225 views
Third lecture on service design at KISK FF MU Brno. This time on mapping the experience and getting ready for design.
Service Design at KISK (3): Customer Journey
- 1. Customer Journeys Service Design Lecture 3 KISK FF MU Brno 22 October 2014
- 2. Lets Pause for a Moment
- 3. Last Time New members formed teams We reviewed interview progress We kicked off the Goal-oriented Personas New goals were set (interviews + personas)
- 4. Today Well review your Personas and interviews Well discuss Customer Journeys Well get ready for Design Workshop
- 9. 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, ...
- 10. Next Meeting 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