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2018
The focus of design has recently extended from user and product service systems to public and social service systems. There is a lack of practical studies on what exactly takes place when designing in the public sphere. Whether and how co-design can make a difference when design in public realm?
Di Shi, Rong Deng, Xin Xin, Yumei Dong
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The focus of design has recently extended from user and product service systems to public and social service systems. There is a lack of practical studies on what exactly takes place when designing in the public sphere. Whether and how co-design can make a difference when design in public realm?
Di Shi, Rong Deng, Xin Xin, Yumei Dong
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Reimagining customer service through journey mapping and measurement
European Journal of Marketing, 2020Purpose How can customer service be so bad in an era when companies collect endless data on customer interactions? The purpose of this paper is to contribute to the important challenge of elevating customer service delivery by providing guidelines for when and how to select optimal measures of customer service measurement using a new decision ...
Charles H. Patti +2 more
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Mapping the Customer Journey in Retail
INTERNATIONAL CONFERENCE ON ECONOMICS, BUSINESS & MANAGEMENTCreating a customer journey map has quickly become an interesting and innovative way to understand consumers and their behavior. Over the years, the method gained popularity and established itself by offering a clear way to visualize the company's intangible services.
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MAPPING THE CUSTOMER EXPERIENCE: UNVEILING THE CUSTOMER JOURNEY IN THE NAIL INDUSTRY
8th International Scientific Conference CRODMA 2023: Book of Papers, 2023After a period of a low-touch customer service approach due to the recent pandemic, delivering value to customers again becomes a focus for entrepreneurs in originally designed business models in the service industry. Pandemic experiences have prompted customers to accept the usual service process changes readily. A valuable tool for analyzing customer
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Effective Social Media Marketing Through Customer Journey Mapping
2021An essential pre-requisite of effective Social Media Marketing is a profound understanding of customers and their behaviour as this has been subject to dramatic changes.
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Customer Journey Mapping as an Advocacy Tool for Disabled People
Social Marketing Quarterly, 2012Customer journey mapping originated as a market research tool to help commercial businesses understand consumers’ motivations and behaviors. More recently, customer journey mapping has been used by the public sector to identify ways of understanding citizens’ experiences of public services, with the aim of both improving the quality of public services ...
Adam Crosier, Alison Handford
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Interactive Customer Journey Maps for Complex Services
TouchpointCustomer journey maps often assume linear and uniform customer experiences, limiting their effectiveness for complex services. In this article, an interactive customer journey mapping approach is proposed and evaluated in the context of a smart energy sharing platform project.
Carolijn Schrijver, Martijn Rietbergen
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A Customer Journey Mapping Approach With Mobile Application
Journal of Mechanical DesignAbstract Customer journey mapping (CJM) is a product and service design method that is widely used by design researchers and practitioners. It tracks the customer’s or user’s interactions with products and services during experiences and maps out significant changes in those experiences.
Yiqing Ding +3 more
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User Narratives in Experience Design for a B2B Customer Journey Mapping
2017Enterprises are increasingly starting to apply a user-centric perspective in their product and service development processes. This paper uses the concept of customer journey mapping (CJM) to visualize customers’ needs and perceptions throughout all of their relationships with an enterprise to improve development processes.
Thomas Ludwig 0005 +4 more
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The Value of Customer Journey Mapping and Analysis in Design Thinking Projects
2019In Corvinus Business School we are organizing innovation projects with the methodology of Design Thinking from year to year with multiple partners representing more industries. In this paper, we use three industries as case studies to show our experiences of the added value of Customer Journey Mapping and Analysis in Design Thinking projects.
Péter Fehér, Krisztián Varga
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