Process & Service Design - Exploration Personas & Customer Journey
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Transcript of Process & Service Design - Exploration Personas & Customer Journey
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ExplorationPersonas & Customer Journey
1st Pecha Kucha Presentation
30 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz 1
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Entangled
230 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz
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330 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz
Dieter & Renate Ebeling
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Dieter & Renate Ebeling
430 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz
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Dieter & Renate Ebeling
530 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz
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Innsbruck
630 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz
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PROBLEM TWEET
730 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz
“Innsbruck does not provide a separateoverview of all religious monumentsthat can be visited.”
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Innsbruck
830 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz
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Touch Points // Customer Journey Map
Seeing the tourist information centerEntering & searching for information on their ownQueue up & waitIt‘s their turnGeneral InformationNecessary information is not providedLeaving the information center
930 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz
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Touch Points // Customer Journey Map
1030 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz