customer-journey   143

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What Is Customer Journey Mapping and How to Start?
I have prepared a mammoth, detailed guide into everything you will ever want to know about customer journey mapping. https://t.co/XTvfeoihJu
– Paul Boag (boagworld) http://twitter.com/boagworld/status/968576491582828550
customer-journey  journeymapping 
february 2018 by danielameleo
How to build an experience map – Medium
An experience map shows the journey a customer has while experiencing a product or service. It also shows what competitors and your business are doing relative to this journey. Mapping the experience from a customer perspective helps organisations identify strategic opportunities, customer pain-points and generate innovative projects.
experience-map  strategy  tools  framework  customer-journey  experience-design  ux  service-design 
january 2017 by versionxxv
Expérience utilisateur, ethnographie et pop-ethnographie en bibliothèque | Le Recueil Factice
Margaret Westbury est responsable d’une petite bibliothèque de collège à l’université de Cambridge. Dans son article « UX and a small academic library » (publié dans l’ouvrage collectif User Experience in Libraries), elle présente les techniques très simples qu’elle a employées pour mieux connaitre ses usagers, notamment des exercices de cartographie suivis de brefs entretiens individuels. Cette mini-enquête a permis de mettre en évidence des choses intéressantes. Par exemple, une salle informatique désuète que l’université envisageait de supprimer jouait en fait un rôle essentiel dans la vie des étudiants. Inversement, un espace confortable meublé avec des canapés et considéré comme un type d’espace à développer suscitait des réactions mitigées chez les étudiants. Ce projet ethnographique à petite échelle n’a pas eu de conséquences révolutionnaires mais il a permis, sans budget et en très peu de temps, de dissiper certains préjugés, d’améliorer certains services et, je cite, « d’affûter la discussion concernant l’équipement des étudiants, leur utilisation des ressources de la bibliothèque, et leurs besoins d’espaces de travail. »
ethnographie  bibliothèque  UX  design-thinking  customer-journey 
december 2016 by sentinelle
Robo Advisors: Here's how to craft the optimal customer journey http://flip.it/k7C0Uk
Robo-advisors are platforms that leverage algorithms to handle users' investment platforms. And they are poised to transform the tremendous worldwide wealth management industry.
Customer-Experience  customer-journey 
august 2016 by PieroRivizzigno
My Service Design Elevator Pitch, Part 1 | Experience Design at Hello Erik
Service design is taking a whole journey of your user or customer, beyond just the using of specific parts of a journey, and treating that whole journey as the “product” or service.

It’s different than a typical user journey in that while it does move across the story or use case linearly, it’s focused on the underlying touchpoints, actors, systems, and policies that support or dictate each step.

[...]

This gives us not just an end to end view of what is experienced, but the hugely important surface-to-core view of the steps along the journey. While the customer perceives that they are interacting with the top layer, they aren’t aware of the massive amounts of goings-on that happen beneath the surface.
customer-experience  customer-journey  ux 
march 2016 by titine
Customer Development with Participatory Roadmaps
"When we talk about Minimum Viable Product, we often forget to discuss what it means to be viable. But it’s simple. A viable product does the thing its target market desperately wants done. The entrepreneur must figure out what is important to build in order to succeed. You can learn which features truly matter with participatory roadmaps. Participatory Roadmaps are just feature lists you ask your customers to help prioritize."
#ux  customer-experience  customer-journey 
march 2016 by titine
Incorporating Customer and User Experience Data into Holistic Journey Maps — Medium
Customer journey mapping can and should serve both User Experience (UX) and Customer Experience (CX) practitioners and managers.
Customer-Experience  data  customer-journey 
january 2016 by PieroRivizzigno

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