1. Customer Journey for Created by Alexis Morin, Master's Thesis in Interaction Design, Umeå Institute of Design 2013
™
Pre-service Period Service Period Post-service Period
Information Manipulability
Advertisement / Public Relations Service Journey
Local government
Immigration office
Service Introduction Assess Skill Commence Learning Functional
Public Funding
Introduce to service Test to determine language DLQs according to level: Everyday tasks
-language skill level: -Alone, Social, Co-learning Survival
-location -Listening/Reading/Translation Basic Conversation
Social Media
SEO positioning
Splash / Intro page
Google Play Marketing
Daily Language Quests Keystone Level Fluency
Repeat DLQs daily or
several times per week
DLQs, talk with natives lin'guage level UP! Comfort in the language
Word-of-Mouth earn points, level up Refer to CEFR Can think in the language
Quality
Effectiveness
Fun
Low Price
Easy entry
(Language Specific Quests) Personal Quests Co-Quests In the Wild Integration
你好
我叫…
Past Experiences
Already learned a language with lin'guage™
Information Credibility
Calligraphy New words, Introduction New Word Discovery Live
Pronounciation practice conversation, Conversation Everyday Challenges Play In the language
Karaoke handwriting, etc Co-learning Chit-chat Work
Expectations Experiences Satisfaction / Dissatisfaction
Engaging, fun, effective language learning experience A bit of effort every day, noticeable progress in learning the language, new relationships with locals / co-workers, lower threshhold when talking to native strangers. Might tell others about how they've learnt the language
Reasonable price Ability to think in the language, approaching fluency, increased interest and engagement in the local culture / events. Share success (or not) on social media
Share progress with family and friends
User journey by Alexis Morin with work by Mark Stickdorn & Jakob Schneider - thisisservicedesignthinking.com
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