Service DesignLecture 3KISK FF MU Brno22 October 2014

Customer Journeys

Let‘s Pause for a Moment

Last Time

• New members formed teams• We reviewed interview progress• We kicked off the Goal-oriented Personas• New goals were set (interviews +

personas)

Today

• We‘ll review your Personas and interviews• We‘ll discuss Customer Journeys• We‘ll get ready for Design Workshop

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, ...

• 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

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