selvbetjening: styrk brandet og få loyale kunder
TRANSCRIPT
![Page 1: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/1.jpg)
Self-service solutionsin the age of the customer
Lene Thirup, Team Lead & Client Director
Morten Barkholt, Senior User Experience Consultant
![Page 2: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/2.jpg)
and you can repeat the agenda throughout
Agenda
© Creuna
1 From service to self-service2 Strategic principles of self-service3 How to get started4 Key take-aways
![Page 3: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/3.jpg)
and you can repeat the agenda throughout
Agenda
© Creuna
1 From service to self-service2 Strategic principles of self-service3 How to get started4 Key take-aways
![Page 4: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/4.jpg)
© Creuna
A simple human service…
![Page 5: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/5.jpg)
© Creuna
…that is optimized with elements of self-service
https://www.flickr.com/photos/opengridscheduler/17989457845/
![Page 6: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/6.jpg)
© Creuna
…or simply based on a pure concept of self-service
https://www.flickr.com/photos/naotakem/5038506234/ (Image revised)
![Page 7: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/7.jpg)
© Creuna
New technologies disrupt the fuel business
![Page 8: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/8.jpg)
© Creuna
…and adds new possibilities for self-service and empowerment of the customer
http://www.amppal.com/
![Page 9: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/9.jpg)
© Creuna
The concept of service has always been evolving and driven by changes in cultural behavior and new technology
![Page 10: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/10.jpg)
The concept of service in the age of the customer
© Creuna
![Page 11: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/11.jpg)
“Customers have been spoiled. Thanks to companies such as Amazon and Apple, they now expect every organization to deliver products and services swiftly, with a seamless user experience.”
© Creuna Kilde: http://www.mckinsey.com/insights/business_technology/accelerating_the_digitization_of_business_processes
![Page 12: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/12.jpg)
and you can repeat the agenda throughout
The age of the customer is the age of
emergingexpectations© Creuna
![Page 13: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/13.jpg)
Expectations are rising…
© CreunaUber Newsroom
The willingness to wait for an Uberdrops from 8 to 5 minutes in one year.
![Page 14: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/14.jpg)
…but efficiency is no longer enough
© Creuna
Effectiveness
Ease
Emotion
https://www.forrester.com/Overlook+The+Impact+Of+Emotion+On+Customer+Experience+At+Your+Own+Peril/-/E-PRE8125
![Page 15: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/15.jpg)
“As service expectations keep growing, self-service is the only answer.”
© Creuna Kilde: http://www.fastcompany.com/3013177/creative-conversations/why-the-future-of-customer-service-is-self-service
![Page 16: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/16.jpg)
“[…] flexibility is needed to serve the growing number of buyers who will embark on self-directed journeys […]”
© Creuna Kilde: https://www.forrester.com/report/How+SelfService+Research+Changes+B2B+Marketing/-/E-RES132621
![Page 17: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/17.jpg)
© Creuna
Reaching the full potential of self-service
![Page 18: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/18.jpg)
Efficiency and cost reduction
© Creuna
Improved efficiency
Impersonal
Single actionsReplace offline
One-size fits all
Reaching the full potential of self-service
![Page 19: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/19.jpg)
© Creuna
Searching for answers
https://www.dropbox.com/help
![Page 20: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/20.jpg)
© Creuna
Selecting a seat
http://www.kino.dk/
![Page 21: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/21.jpg)
© Creuna
Submitting forms
http://www.borger.dk/
![Page 22: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/22.jpg)
Efficiency and cost reduction
© Creuna
Reaching the full potential of self-service
Improved efficiency
Impersonal
single actionsReplace offline
One-size fits all
![Page 23: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/23.jpg)
Efficiency and cost reduction
Experience driven
© Creuna
Improved efficiency
Personal interaction
Impersonal
single actionsReplace offline
One-size fits all
Empower users
Desirable formats
Open-ended workflows
Reaching the full potential of self-service
![Page 24: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/24.jpg)
© Creuna
Empowering through service
https://www.airbnb.com
![Page 25: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/25.jpg)
© Creuna
Customizable open-ended tools
https://play.google.com/store/apps/details?id=com.endomondo.android
![Page 26: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/26.jpg)
© Creuna
Social and personal layers drive emotion
http://insider.ticketmaster.com/ism-seat-tagging/
![Page 27: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/27.jpg)
© Creuna
Social and personal layers drive emotion
http://travel.cnn.com/explorations/life/social-seating-airlines-163146/
![Page 28: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/28.jpg)
and you can repeat the agenda throughout
Agenda
© Creuna
1 From service to self-service2 Strategic principles of self-service3 How to get started4 Sum-up and recommendations
![Page 29: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/29.jpg)
© Creuna
Strategic principles of self-service
Build scalable platforms
Emulate a human-faceCreate motivating
experiences
Empower your customers
![Page 30: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/30.jpg)
© Creuna
Strategic principles of self-service
Build scalable platforms
Emulate a human-faceCreate motivating
experiences
Empower your customers
![Page 31: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/31.jpg)
© Creuna
![Page 32: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/32.jpg)
© Creuna
Partner portal
![Page 33: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/33.jpg)
© Creuna
SATCOM Sync
Trade-show
On-site serviceIn-office
Enabling multiple self-service contexts
“Let me show you…”
”How do I repair…”“I’m looking for…”
![Page 34: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/34.jpg)
© Creuna
Presentation at trade-showIn-office support browsing
Providing customizable designs
![Page 35: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/35.jpg)
© Creuna
![Page 36: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/36.jpg)
© Creuna
Strategic principles of self-service
Build scalable platforms
Emulate a human-faceCreate motivating
experiences
Empower your customers
![Page 37: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/37.jpg)
![Page 38: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/38.jpg)
© Creuna
VestasOnline Partner Portal
![Page 39: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/39.jpg)
© Creuna
Complex and extensive data flows
![Page 40: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/40.jpg)
© Creuna
With a multitude of user roles
Spare partprovider
Internal servicetechnician
Service technician
Constructionleader
Purchaser
Sales repServicecoordinator
Asset manager
Lawyers
Dataanalyst
Site managers
![Page 41: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/41.jpg)
© Creuna
…that all have different needs
Third-partydocumentation
Weatherforecasts
Purchase ofSpare partsService
coordination
Power forecasts
Stakeholdermanagement
Service documentation
Contractnegotiations
Technicaldocumentation
Appplying for approvals
Ad hoc communication
Planning of service activities
Invoicing
![Page 42: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/42.jpg)
© Creuna
The creation of an app store concept that enables scalabilitywhile ensuring easy adaption to customer needs
The solution
![Page 43: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/43.jpg)
© Creuna
App
App
App
App
App
AppVestasOnline
App
Customer platform
App
App
The app store concept
![Page 44: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/44.jpg)
© Creuna
The app store concept
App
App
App
App
App
App
App
App
App
Purchaser
![Page 45: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/45.jpg)
© Creuna
The app store concept
App
App
App
App
App
App
App
App
App
Service technician
![Page 46: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/46.jpg)
© Creuna
![Page 47: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/47.jpg)
© Creuna
![Page 48: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/48.jpg)
© Creuna
Strategic principles of self-service
Build scalable platforms
Emulate aHuman-faceCreate motivating
experiences
Empower your customers
![Page 49: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/49.jpg)
© Creuna
![Page 50: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/50.jpg)
© Creuna
How do we continue to support the existing dialogue between sales rep and customer when introducing the eCommerce channel.
The challenge
![Page 51: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/51.jpg)
© Creuna
![Page 52: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/52.jpg)
I am missing 1x #423234 and 4x #22412412
Hi Peter, #42323242 is replaced by #23232132. This product has been added to the quote instead. Note that item #23212355 will be in stock ultimo this week.The rest I fine. Best regards Judy
Peter Callahan
Vestas
Line no. 20 will not be in stock until July.
Quote requested
Vestas
All products should be in stock
Quote requested
Quote recieved
© Creuna
Instant results in regards to interaction and emotion
Vestas
![Page 53: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/53.jpg)
© Creuna
Strategic principles of self-service
Build scalable platforms
Emulate aHuman-faceCreate motivating
experiences
Empower your customers
![Page 54: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/54.jpg)
© Creuna
![Page 55: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/55.jpg)
and you can repeat the agenda throughout
© Creuna
![Page 56: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/56.jpg)
© Creuna
Provide a desirable presentation and self-education about different types of cheese
![Page 57: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/57.jpg)
Traditional formats were not detailed enough
© Creuna
![Page 58: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/58.jpg)
… and the detailed formats were neither easily accessible nor engaging.
© Creuna
![Page 59: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/59.jpg)
![Page 60: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/60.jpg)
© Creuna
![Page 61: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/61.jpg)
![Page 62: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/62.jpg)
and you can repeat the agenda throughout
Agenda
© Creuna
1 From service to self-service2 Strategic principles of self-service3 How to get started4 Key take-aways
![Page 63: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/63.jpg)
Get the right approach
© Creuna
![Page 64: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/64.jpg)
© Creuna
Establishing the right level of focus
Service experience
Customer experience
User experience
![Page 65: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/65.jpg)
User experience
Service experience
Customer experience
User experience
© Creuna
• Single touchpoints• Usable interfaces• Convenient access
![Page 66: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/66.jpg)
Service experience
Customer experience
User experience
© Creuna
• Customer journeys• Multiple touchpoints• Understanding key contexts
Customer experience
![Page 67: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/67.jpg)
© Creuna
• Holistic approach • Identify business potentials• Assess maturity
SupportStage UsePurchaseDecisionAwareness
Action
Thoughts
Feelings
Actions
System
Busi
ness
Cust
omer
Service experience
Customer experience
User experience Service experience
![Page 68: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/68.jpg)
© Creuna
The holistic approach is a vital part of identifying potentials and evaluating organizational maturity.
Eco-system approach
![Page 69: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/69.jpg)
Prototyping as a driver in the strategic process
© Creuna
![Page 70: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/70.jpg)
© CreunaImage Courtesy of Vestas Wind Systems A/S
Prototyping the vision…
150 hours15 days
![Page 71: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/71.jpg)
© Creuna
![Page 72: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/72.jpg)
© Creuna
Collected insights
Customers, data, specialists…
Organizational maturityBusiness, tech,
marketing, data
Strategic principles
Empower, Scalable, Human-face, Desirability
Validated through…
![Page 73: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/73.jpg)
[…] A Digital Roadmap is sometimes too abstract for our Executive Manager to relate to. A visual prototype with the most critical flows is much more concrete […]
© Creuna
![Page 74: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/74.jpg)
and you can repeat the agenda throughout
Agenda
© Creuna
1 From service to self-service2 Strategic principles of self-service3 How to get started4 Key take-aways
![Page 75: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/75.jpg)
Meet the customers ever rising expectationsSelf-service is pivotal in creating differentiating customer experiences in the age of the customer
Use self-service when customer journeys are unpredictableConsider self-service in complex contexts where it is impossible to predict your customers needs and next step
A personal interaction and great design beat your competitorsEfficiency is hygiene – a self-service solution with an emotional impact and a desirable experience will increase revenue and customer preference
Visualize and validate the potentials at an early stateUse a visual prototype to highlight the potentials and close the gaps in terms of data, technology, organization, customers and business.
Key take-aways
© Creuna
1
2
3
4
![Page 76: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/76.jpg)
www.iconmonstr.com
Thanks!Lene Thirup, Team Lead & Client Director
Morten Barkholt, Senior User Experience Consultant
www.iconmonstr.com
![Page 77: Selvbetjening: Styrk brandet og få loyale kunder](https://reader036.vdocuments.site/reader036/viewer/2022062523/587387321a28ab272d8b5f87/html5/thumbnails/77.jpg)
© Creuna