Date post: | 27-Jan-2015 |
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Stefan Moritz
�4
Waardevol
Gemakkelijk
Aangenaam
�5
Service Ecologie
A rich (research-based) description of an archetypical user !of the service
Persona
�7http://www.flickr.com/photos/jasontravis/sets/72157603258446753/Jason Travis
Persona
�9
Research in the User’s context
Customer journey mapping
!!
!A touchpoint is a moment of interaction of
the user in the process of the service !
not a Channel !
not the Artefact !!
powered by to
uchp
oint
na
me
client project Persona (s) to
uchp
oint
stag
e
Mobile
Web
Retail
Phone / Call Center
Staff
Product / Packaging
Other
Social Media
Cha
nnel
sat
titud
e /
thou
ghts
em
otio
nal j
ourn
ey
Touchpoints
Stages
Channels
Attitudes
Emotions
Incident / bad experience (process failure)
Interesting / new insight Don’t know / need to research
Moment of Truth
Keep in Touch
@jurgentanghe