SlideShare ist ein Scribd-Unternehmen logo
Customer 
Journeys 
Service Design 
Lecture 3 
KISK FF MU Brno 
22 October 2014
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, ...
Next Meeting 
• 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

Weitere ähnliche Inhalte

Andere mochten auch

Service Design Course: Intro (VIKMB32)
Service Design Course: Intro (VIKMB32)Service Design Course: Intro (VIKMB32)
Service Design Course: Intro (VIKMB32)
AdamHazdra
 
Výzvy pro inovace veřejných služeb (Beáta Holá, CVV)
Výzvy pro inovace veřejných služeb (Beáta Holá, CVV)Výzvy pro inovace veřejných služeb (Beáta Holá, CVV)
Výzvy pro inovace veřejných služeb (Beáta Holá, CVV)
AdamHazdra
 
Daňové přiznání KISK FF MU - Formulář
Daňové přiznání KISK FF MU - FormulářDaňové přiznání KISK FF MU - Formulář
Daňové přiznání KISK FF MU - Formulář
AdamHazdra
 
Už máte svého Chief Customer Officera?
Už máte svého Chief Customer Officera?Už máte svého Chief Customer Officera?
Už máte svého Chief Customer Officera?
AdamHazdra
 
Design služeb 2013 - Design digitálních služeb u Vodafone (Tomáš Peterka)
Design služeb 2013 - Design digitálních služeb u Vodafone (Tomáš Peterka)Design služeb 2013 - Design digitálních služeb u Vodafone (Tomáš Peterka)
Design služeb 2013 - Design digitálních služeb u Vodafone (Tomáš Peterka)
AdamHazdra
 
Service Design at KISK: Final Presentations
Service Design at KISK: Final PresentationsService Design at KISK: Final Presentations
Service Design at KISK: Final Presentations
AdamHazdra
 
Service Design at KISK (5): Design Review
Service Design at KISK (5): Design ReviewService Design at KISK (5): Design Review
Service Design at KISK (5): Design Review
AdamHazdra
 
Design služeb 2013 - Úvod
Design služeb 2013 - ÚvodDesign služeb 2013 - Úvod
Design služeb 2013 - Úvod
AdamHazdra
 
3 tipy na testování business nápadů
3 tipy na testování business nápadů3 tipy na testování business nápadů
3 tipy na testování business nápadů
AdamHazdra
 
Jdeto.de: Bankovní poplatky
Jdeto.de: Bankovní poplatkyJdeto.de: Bankovní poplatky
Jdeto.de: Bankovní poplatky
AdamHazdra
 
Výzvy pro inovace veřejných služeb (úvod)
Výzvy pro inovace veřejných služeb (úvod)Výzvy pro inovace veřejných služeb (úvod)
Výzvy pro inovace veřejných služeb (úvod)
AdamHazdra
 
Service Design Meetup III: Co nového ve službách?
Service Design Meetup III: Co nového ve službách?Service Design Meetup III: Co nového ve službách?
Service Design Meetup III: Co nového ve službách?
AdamHazdra
 
Daňové přiznání KISK FF MU - web
Daňové přiznání KISK FF MU - webDaňové přiznání KISK FF MU - web
Daňové přiznání KISK FF MU - web
AdamHazdra
 
Service Design at KISK: Intro
Service Design at KISK: IntroService Design at KISK: Intro
Service Design at KISK: Intro
AdamHazdra
 
Křest knihy Skvělé služby
Křest knihy Skvělé službyKřest knihy Skvělé služby
Křest knihy Skvělé služby
AdamHazdra
 
Design služeb 2013 - Inspirace (Filip Dřímalka)
Design služeb 2013 - Inspirace (Filip Dřímalka)Design služeb 2013 - Inspirace (Filip Dřímalka)
Design služeb 2013 - Inspirace (Filip Dřímalka)
AdamHazdra
 

Andere mochten auch (16)

Service Design Course: Intro (VIKMB32)
Service Design Course: Intro (VIKMB32)Service Design Course: Intro (VIKMB32)
Service Design Course: Intro (VIKMB32)
 
Výzvy pro inovace veřejných služeb (Beáta Holá, CVV)
Výzvy pro inovace veřejných služeb (Beáta Holá, CVV)Výzvy pro inovace veřejných služeb (Beáta Holá, CVV)
Výzvy pro inovace veřejných služeb (Beáta Holá, CVV)
 
Daňové přiznání KISK FF MU - Formulář
Daňové přiznání KISK FF MU - FormulářDaňové přiznání KISK FF MU - Formulář
Daňové přiznání KISK FF MU - Formulář
 
Už máte svého Chief Customer Officera?
Už máte svého Chief Customer Officera?Už máte svého Chief Customer Officera?
Už máte svého Chief Customer Officera?
 
Design služeb 2013 - Design digitálních služeb u Vodafone (Tomáš Peterka)
Design služeb 2013 - Design digitálních služeb u Vodafone (Tomáš Peterka)Design služeb 2013 - Design digitálních služeb u Vodafone (Tomáš Peterka)
Design služeb 2013 - Design digitálních služeb u Vodafone (Tomáš Peterka)
 
Service Design at KISK: Final Presentations
Service Design at KISK: Final PresentationsService Design at KISK: Final Presentations
Service Design at KISK: Final Presentations
 
Service Design at KISK (5): Design Review
Service Design at KISK (5): Design ReviewService Design at KISK (5): Design Review
Service Design at KISK (5): Design Review
 
Design služeb 2013 - Úvod
Design služeb 2013 - ÚvodDesign služeb 2013 - Úvod
Design služeb 2013 - Úvod
 
3 tipy na testování business nápadů
3 tipy na testování business nápadů3 tipy na testování business nápadů
3 tipy na testování business nápadů
 
Jdeto.de: Bankovní poplatky
Jdeto.de: Bankovní poplatkyJdeto.de: Bankovní poplatky
Jdeto.de: Bankovní poplatky
 
Výzvy pro inovace veřejných služeb (úvod)
Výzvy pro inovace veřejných služeb (úvod)Výzvy pro inovace veřejných služeb (úvod)
Výzvy pro inovace veřejných služeb (úvod)
 
Service Design Meetup III: Co nového ve službách?
Service Design Meetup III: Co nového ve službách?Service Design Meetup III: Co nového ve službách?
Service Design Meetup III: Co nového ve službách?
 
Daňové přiznání KISK FF MU - web
Daňové přiznání KISK FF MU - webDaňové přiznání KISK FF MU - web
Daňové přiznání KISK FF MU - web
 
Service Design at KISK: Intro
Service Design at KISK: IntroService Design at KISK: Intro
Service Design at KISK: Intro
 
Křest knihy Skvělé služby
Křest knihy Skvělé službyKřest knihy Skvělé služby
Křest knihy Skvělé služby
 
Design služeb 2013 - Inspirace (Filip Dřímalka)
Design služeb 2013 - Inspirace (Filip Dřímalka)Design služeb 2013 - Inspirace (Filip Dřímalka)
Design služeb 2013 - Inspirace (Filip Dřímalka)
 

Ähnlich wie Service Design at KISK (3): Customer Journey

Service Design at KISK (2): Goal Oriented Personas
Service Design at KISK (2): Goal Oriented PersonasService Design at KISK (2): Goal Oriented Personas
Service Design at KISK (2): Goal Oriented Personas
AdamHazdra
 
Introduction to Design Thinking
Introduction to Design ThinkingIntroduction to Design Thinking
Introduction to Design Thinking
Ammad Nasir
 
Intro to Design (Lecture)
Intro to Design (Lecture)Intro to Design (Lecture)
Intro to Design (Lecture)
Ammad Nasir
 
Mobile first in a conservative company - UXLx 2014
Mobile first in a conservative company - UXLx 2014Mobile first in a conservative company - UXLx 2014
Mobile first in a conservative company - UXLx 2014
Susana Vilaça
 
UX Vision leanuxmachine
UX Vision leanuxmachineUX Vision leanuxmachine
UX Vision leanuxmachine
leanUXmachine2011
 
Design led dev ops using double diamond
Design led dev ops using double diamondDesign led dev ops using double diamond
Design led dev ops using double diamond
Nitin Mittal
 
Design thinking Presentation Library Association of Ireland
Design thinking Presentation Library Association of Ireland Design thinking Presentation Library Association of Ireland
Design thinking Presentation Library Association of Ireland
Jane Leonard
 
Ux your process!
Ux your process!Ux your process!
Ux your process!
Ardita Karaj
 
OI Global Partners - Lifocus - Career Coaching - Career Counseling
OI Global Partners - Lifocus - Career Coaching - Career CounselingOI Global Partners - Lifocus - Career Coaching - Career Counseling
OI Global Partners - Lifocus - Career Coaching - Career Counseling
OI Global Partners
 
Approaching Service Experiences Through Servicescape Design
Approaching Service Experiences Through Servicescape DesignApproaching Service Experiences Through Servicescape Design
Approaching Service Experiences Through Servicescape Design
Marcin Chłodnicki
 
Startup Camp PDX 30 Minute Lean Bootcamp
Startup Camp PDX 30 Minute Lean BootcampStartup Camp PDX 30 Minute Lean Bootcamp
Startup Camp PDX 30 Minute Lean Bootcamp
Shashi Jain
 
Service design crash course - Vanda Kovacs & Elske Van der Ende
Service design crash course - Vanda Kovacs & Elske Van der EndeService design crash course - Vanda Kovacs & Elske Van der Ende
Service design crash course - Vanda Kovacs & Elske Van der Ende
TOPdesk
 
Collaborative Sketching for Secure & Usable Apps
Collaborative Sketching for Secure & Usable AppsCollaborative Sketching for Secure & Usable Apps
Collaborative Sketching for Secure & Usable Apps
Robert Stribley
 
POVs
POVsPOVs
IxDA Sydney UX Research Mentoring Circle - 2. Planning Research
IxDA Sydney UX Research Mentoring Circle - 2. Planning ResearchIxDA Sydney UX Research Mentoring Circle - 2. Planning Research
IxDA Sydney UX Research Mentoring Circle - 2. Planning Research
Jieyun Yang
 
Startup Weekend Harare Bootcamp
Startup Weekend Harare BootcampStartup Weekend Harare Bootcamp
Startup Weekend Harare Bootcamp
HypercubeHub
 
Hhs effective presentation
Hhs effective presentationHhs effective presentation
Hhs effective presentation
Mayor Cyrille
 
Real Agile Value with Agile Retrospectives - The making of...
Real Agile Value with Agile Retrospectives - The making of...Real Agile Value with Agile Retrospectives - The making of...
Real Agile Value with Agile Retrospectives - The making of...
Ben Linders
 
Class-1.pdf
Class-1.pdfClass-1.pdf
Class-1.pdf
Divyang Kapadia
 
Kauhi road map to personal branding
Kauhi road map to personal brandingKauhi road map to personal branding
Kauhi road map to personal branding
GeCo in the Rockies
 

Ähnlich wie Service Design at KISK (3): Customer Journey (20)

Service Design at KISK (2): Goal Oriented Personas
Service Design at KISK (2): Goal Oriented PersonasService Design at KISK (2): Goal Oriented Personas
Service Design at KISK (2): Goal Oriented Personas
 
Introduction to Design Thinking
Introduction to Design ThinkingIntroduction to Design Thinking
Introduction to Design Thinking
 
Intro to Design (Lecture)
Intro to Design (Lecture)Intro to Design (Lecture)
Intro to Design (Lecture)
 
Mobile first in a conservative company - UXLx 2014
Mobile first in a conservative company - UXLx 2014Mobile first in a conservative company - UXLx 2014
Mobile first in a conservative company - UXLx 2014
 
UX Vision leanuxmachine
UX Vision leanuxmachineUX Vision leanuxmachine
UX Vision leanuxmachine
 
Design led dev ops using double diamond
Design led dev ops using double diamondDesign led dev ops using double diamond
Design led dev ops using double diamond
 
Design thinking Presentation Library Association of Ireland
Design thinking Presentation Library Association of Ireland Design thinking Presentation Library Association of Ireland
Design thinking Presentation Library Association of Ireland
 
Ux your process!
Ux your process!Ux your process!
Ux your process!
 
OI Global Partners - Lifocus - Career Coaching - Career Counseling
OI Global Partners - Lifocus - Career Coaching - Career CounselingOI Global Partners - Lifocus - Career Coaching - Career Counseling
OI Global Partners - Lifocus - Career Coaching - Career Counseling
 
Approaching Service Experiences Through Servicescape Design
Approaching Service Experiences Through Servicescape DesignApproaching Service Experiences Through Servicescape Design
Approaching Service Experiences Through Servicescape Design
 
Startup Camp PDX 30 Minute Lean Bootcamp
Startup Camp PDX 30 Minute Lean BootcampStartup Camp PDX 30 Minute Lean Bootcamp
Startup Camp PDX 30 Minute Lean Bootcamp
 
Service design crash course - Vanda Kovacs & Elske Van der Ende
Service design crash course - Vanda Kovacs & Elske Van der EndeService design crash course - Vanda Kovacs & Elske Van der Ende
Service design crash course - Vanda Kovacs & Elske Van der Ende
 
Collaborative Sketching for Secure & Usable Apps
Collaborative Sketching for Secure & Usable AppsCollaborative Sketching for Secure & Usable Apps
Collaborative Sketching for Secure & Usable Apps
 
POVs
POVsPOVs
POVs
 
IxDA Sydney UX Research Mentoring Circle - 2. Planning Research
IxDA Sydney UX Research Mentoring Circle - 2. Planning ResearchIxDA Sydney UX Research Mentoring Circle - 2. Planning Research
IxDA Sydney UX Research Mentoring Circle - 2. Planning Research
 
Startup Weekend Harare Bootcamp
Startup Weekend Harare BootcampStartup Weekend Harare Bootcamp
Startup Weekend Harare Bootcamp
 
Hhs effective presentation
Hhs effective presentationHhs effective presentation
Hhs effective presentation
 
Real Agile Value with Agile Retrospectives - The making of...
Real Agile Value with Agile Retrospectives - The making of...Real Agile Value with Agile Retrospectives - The making of...
Real Agile Value with Agile Retrospectives - The making of...
 
Class-1.pdf
Class-1.pdfClass-1.pdf
Class-1.pdf
 
Kauhi road map to personal branding
Kauhi road map to personal brandingKauhi road map to personal branding
Kauhi road map to personal branding
 

Mehr von AdamHazdra

Řízení inovací 2017
Řízení inovací 2017Řízení inovací 2017
Řízení inovací 2017
AdamHazdra
 
Profinaut Launch in Warsaw 5.4.2017
Profinaut Launch in Warsaw 5.4.2017Profinaut Launch in Warsaw 5.4.2017
Profinaut Launch in Warsaw 5.4.2017
AdamHazdra
 
Řízení inovací 2015
Řízení inovací 2015Řízení inovací 2015
Řízení inovací 2015
AdamHazdra
 
Design služeb 2010
Design služeb 2010Design služeb 2010
Design služeb 2010
AdamHazdra
 
Psací stroj: To nejzajímavější
Psací stroj: To nejzajímavějšíPsací stroj: To nejzajímavější
Psací stroj: To nejzajímavější
AdamHazdra
 
Service Design at KISK: Student's Guide
Service Design at KISK: Student's GuideService Design at KISK: Student's Guide
Service Design at KISK: Student's Guide
AdamHazdra
 
Service Design 6: Final Lecture
Service Design 6: Final LectureService Design 6: Final Lecture
Service Design 6: Final Lecture
AdamHazdra
 
Service Design 5: Customer Service
Service Design 5: Customer ServiceService Design 5: Customer Service
Service Design 5: Customer Service
AdamHazdra
 
Service Design 3: The Business of Services
Service Design 3: The Business of ServicesService Design 3: The Business of Services
Service Design 3: The Business of Services
AdamHazdra
 
Service Design 2: Service is a Journey
Service Design 2: Service is a JourneyService Design 2: Service is a Journey
Service Design 2: Service is a Journey
AdamHazdra
 
Service Design 1: Everything is Designed
Service Design 1: Everything is DesignedService Design 1: Everything is Designed
Service Design 1: Everything is Designed
AdamHazdra
 
Super služby? (tématické číslo Profitu 14/2013)
Super služby? (tématické číslo Profitu 14/2013)Super služby? (tématické číslo Profitu 14/2013)
Super služby? (tématické číslo Profitu 14/2013)
AdamHazdra
 
Jak poskytovat skvělé služby?
Jak poskytovat skvělé služby?Jak poskytovat skvělé služby?
Jak poskytovat skvělé služby?
AdamHazdra
 
Skvělé služby v Ekonomu
Skvělé služby v EkonomuSkvělé služby v Ekonomu
Skvělé služby v Ekonomu
AdamHazdra
 
PHD: Jak jsme spokojeni se službami?
PHD: Jak jsme spokojeni se službami?PHD: Jak jsme spokojeni se službami?
PHD: Jak jsme spokojeni se službami?
AdamHazdra
 
Design služeb 2013 - 10 služeb bleskově (Lukáš Kypus, Michal Bláha)
Design služeb 2013 - 10 služeb bleskově (Lukáš Kypus, Michal Bláha)Design služeb 2013 - 10 služeb bleskově (Lukáš Kypus, Michal Bláha)
Design služeb 2013 - 10 služeb bleskově (Lukáš Kypus, Michal Bláha)
AdamHazdra
 

Mehr von AdamHazdra (16)

Řízení inovací 2017
Řízení inovací 2017Řízení inovací 2017
Řízení inovací 2017
 
Profinaut Launch in Warsaw 5.4.2017
Profinaut Launch in Warsaw 5.4.2017Profinaut Launch in Warsaw 5.4.2017
Profinaut Launch in Warsaw 5.4.2017
 
Řízení inovací 2015
Řízení inovací 2015Řízení inovací 2015
Řízení inovací 2015
 
Design služeb 2010
Design služeb 2010Design služeb 2010
Design služeb 2010
 
Psací stroj: To nejzajímavější
Psací stroj: To nejzajímavějšíPsací stroj: To nejzajímavější
Psací stroj: To nejzajímavější
 
Service Design at KISK: Student's Guide
Service Design at KISK: Student's GuideService Design at KISK: Student's Guide
Service Design at KISK: Student's Guide
 
Service Design 6: Final Lecture
Service Design 6: Final LectureService Design 6: Final Lecture
Service Design 6: Final Lecture
 
Service Design 5: Customer Service
Service Design 5: Customer ServiceService Design 5: Customer Service
Service Design 5: Customer Service
 
Service Design 3: The Business of Services
Service Design 3: The Business of ServicesService Design 3: The Business of Services
Service Design 3: The Business of Services
 
Service Design 2: Service is a Journey
Service Design 2: Service is a JourneyService Design 2: Service is a Journey
Service Design 2: Service is a Journey
 
Service Design 1: Everything is Designed
Service Design 1: Everything is DesignedService Design 1: Everything is Designed
Service Design 1: Everything is Designed
 
Super služby? (tématické číslo Profitu 14/2013)
Super služby? (tématické číslo Profitu 14/2013)Super služby? (tématické číslo Profitu 14/2013)
Super služby? (tématické číslo Profitu 14/2013)
 
Jak poskytovat skvělé služby?
Jak poskytovat skvělé služby?Jak poskytovat skvělé služby?
Jak poskytovat skvělé služby?
 
Skvělé služby v Ekonomu
Skvělé služby v EkonomuSkvělé služby v Ekonomu
Skvělé služby v Ekonomu
 
PHD: Jak jsme spokojeni se službami?
PHD: Jak jsme spokojeni se službami?PHD: Jak jsme spokojeni se službami?
PHD: Jak jsme spokojeni se službami?
 
Design služeb 2013 - 10 služeb bleskově (Lukáš Kypus, Michal Bláha)
Design služeb 2013 - 10 služeb bleskově (Lukáš Kypus, Michal Bláha)Design služeb 2013 - 10 služeb bleskově (Lukáš Kypus, Michal Bláha)
Design služeb 2013 - 10 služeb bleskově (Lukáš Kypus, Michal Bláha)
 

Kürzlich hochgeladen

How to deliver Powerpoint Presentations.pptx
How to deliver Powerpoint  Presentations.pptxHow to deliver Powerpoint  Presentations.pptx
How to deliver Powerpoint Presentations.pptx
HajraNaeem15
 
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...
PECB
 
How to Make a Field Mandatory in Odoo 17
How to Make a Field Mandatory in Odoo 17How to Make a Field Mandatory in Odoo 17
How to Make a Field Mandatory in Odoo 17
Celine George
 
Main Java[All of the Base Concepts}.docx
Main Java[All of the Base Concepts}.docxMain Java[All of the Base Concepts}.docx
Main Java[All of the Base Concepts}.docx
adhitya5119
 
LAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UP
LAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UPLAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UP
LAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UP
RAHUL
 
A Independência da América Espanhola LAPBOOK.pdf
A Independência da América Espanhola LAPBOOK.pdfA Independência da América Espanhola LAPBOOK.pdf
A Independência da América Espanhola LAPBOOK.pdf
Jean Carlos Nunes Paixão
 
C1 Rubenstein AP HuG xxxxxxxxxxxxxx.pptx
C1 Rubenstein AP HuG xxxxxxxxxxxxxx.pptxC1 Rubenstein AP HuG xxxxxxxxxxxxxx.pptx
C1 Rubenstein AP HuG xxxxxxxxxxxxxx.pptx
mulvey2
 
IGCSE Biology Chapter 14- Reproduction in Plants.pdf
IGCSE Biology Chapter 14- Reproduction in Plants.pdfIGCSE Biology Chapter 14- Reproduction in Plants.pdf
IGCSE Biology Chapter 14- Reproduction in Plants.pdf
Amin Marwan
 
RHEOLOGY Physical pharmaceutics-II notes for B.pharm 4th sem students
RHEOLOGY Physical pharmaceutics-II notes for B.pharm 4th sem studentsRHEOLOGY Physical pharmaceutics-II notes for B.pharm 4th sem students
RHEOLOGY Physical pharmaceutics-II notes for B.pharm 4th sem students
Himanshu Rai
 
Hindi varnamala | hindi alphabet PPT.pdf
Hindi varnamala | hindi alphabet PPT.pdfHindi varnamala | hindi alphabet PPT.pdf
Hindi varnamala | hindi alphabet PPT.pdf
Dr. Mulla Adam Ali
 
What is Digital Literacy? A guest blog from Andy McLaughlin, University of Ab...
What is Digital Literacy? A guest blog from Andy McLaughlin, University of Ab...What is Digital Literacy? A guest blog from Andy McLaughlin, University of Ab...
What is Digital Literacy? A guest blog from Andy McLaughlin, University of Ab...
GeorgeMilliken2
 
Chapter wise All Notes of First year Basic Civil Engineering.pptx
Chapter wise All Notes of First year Basic Civil Engineering.pptxChapter wise All Notes of First year Basic Civil Engineering.pptx
Chapter wise All Notes of First year Basic Civil Engineering.pptx
Denish Jangid
 
Walmart Business+ and Spark Good for Nonprofits.pdf
Walmart Business+ and Spark Good for Nonprofits.pdfWalmart Business+ and Spark Good for Nonprofits.pdf
Walmart Business+ and Spark Good for Nonprofits.pdf
TechSoup
 
Présentationvvvvvvvvvvvvvvvvvvvvvvvvvvvv2.pptx
Présentationvvvvvvvvvvvvvvvvvvvvvvvvvvvv2.pptxPrésentationvvvvvvvvvvvvvvvvvvvvvvvvvvvv2.pptx
Présentationvvvvvvvvvvvvvvvvvvvvvvvvvvvv2.pptx
siemaillard
 
Liberal Approach to the Study of Indian Politics.pdf
Liberal Approach to the Study of Indian Politics.pdfLiberal Approach to the Study of Indian Politics.pdf
Liberal Approach to the Study of Indian Politics.pdf
WaniBasim
 
The History of Stoke Newington Street Names
The History of Stoke Newington Street NamesThe History of Stoke Newington Street Names
The History of Stoke Newington Street Names
History of Stoke Newington
 
How to Setup Warehouse & Location in Odoo 17 Inventory
How to Setup Warehouse & Location in Odoo 17 InventoryHow to Setup Warehouse & Location in Odoo 17 Inventory
How to Setup Warehouse & Location in Odoo 17 Inventory
Celine George
 
বাংলাদেশ অর্থনৈতিক সমীক্ষা (Economic Review) ২০২৪ UJS App.pdf
বাংলাদেশ অর্থনৈতিক সমীক্ষা (Economic Review) ২০২৪ UJS App.pdfবাংলাদেশ অর্থনৈতিক সমীক্ষা (Economic Review) ২০২৪ UJS App.pdf
বাংলাদেশ অর্থনৈতিক সমীক্ষা (Economic Review) ২০২৪ UJS App.pdf
eBook.com.bd (প্রয়োজনীয় বাংলা বই)
 
Mule event processing models | MuleSoft Mysore Meetup #47
Mule event processing models | MuleSoft Mysore Meetup #47Mule event processing models | MuleSoft Mysore Meetup #47
Mule event processing models | MuleSoft Mysore Meetup #47
MysoreMuleSoftMeetup
 
BÀI TẬP BỔ TRỢ TIẾNG ANH LỚP 9 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2024-2025 - ...
BÀI TẬP BỔ TRỢ TIẾNG ANH LỚP 9 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2024-2025 - ...BÀI TẬP BỔ TRỢ TIẾNG ANH LỚP 9 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2024-2025 - ...
BÀI TẬP BỔ TRỢ TIẾNG ANH LỚP 9 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2024-2025 - ...
Nguyen Thanh Tu Collection
 

Kürzlich hochgeladen (20)

How to deliver Powerpoint Presentations.pptx
How to deliver Powerpoint  Presentations.pptxHow to deliver Powerpoint  Presentations.pptx
How to deliver Powerpoint Presentations.pptx
 
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...
 
How to Make a Field Mandatory in Odoo 17
How to Make a Field Mandatory in Odoo 17How to Make a Field Mandatory in Odoo 17
How to Make a Field Mandatory in Odoo 17
 
Main Java[All of the Base Concepts}.docx
Main Java[All of the Base Concepts}.docxMain Java[All of the Base Concepts}.docx
Main Java[All of the Base Concepts}.docx
 
LAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UP
LAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UPLAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UP
LAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UP
 
A Independência da América Espanhola LAPBOOK.pdf
A Independência da América Espanhola LAPBOOK.pdfA Independência da América Espanhola LAPBOOK.pdf
A Independência da América Espanhola LAPBOOK.pdf
 
C1 Rubenstein AP HuG xxxxxxxxxxxxxx.pptx
C1 Rubenstein AP HuG xxxxxxxxxxxxxx.pptxC1 Rubenstein AP HuG xxxxxxxxxxxxxx.pptx
C1 Rubenstein AP HuG xxxxxxxxxxxxxx.pptx
 
IGCSE Biology Chapter 14- Reproduction in Plants.pdf
IGCSE Biology Chapter 14- Reproduction in Plants.pdfIGCSE Biology Chapter 14- Reproduction in Plants.pdf
IGCSE Biology Chapter 14- Reproduction in Plants.pdf
 
RHEOLOGY Physical pharmaceutics-II notes for B.pharm 4th sem students
RHEOLOGY Physical pharmaceutics-II notes for B.pharm 4th sem studentsRHEOLOGY Physical pharmaceutics-II notes for B.pharm 4th sem students
RHEOLOGY Physical pharmaceutics-II notes for B.pharm 4th sem students
 
Hindi varnamala | hindi alphabet PPT.pdf
Hindi varnamala | hindi alphabet PPT.pdfHindi varnamala | hindi alphabet PPT.pdf
Hindi varnamala | hindi alphabet PPT.pdf
 
What is Digital Literacy? A guest blog from Andy McLaughlin, University of Ab...
What is Digital Literacy? A guest blog from Andy McLaughlin, University of Ab...What is Digital Literacy? A guest blog from Andy McLaughlin, University of Ab...
What is Digital Literacy? A guest blog from Andy McLaughlin, University of Ab...
 
Chapter wise All Notes of First year Basic Civil Engineering.pptx
Chapter wise All Notes of First year Basic Civil Engineering.pptxChapter wise All Notes of First year Basic Civil Engineering.pptx
Chapter wise All Notes of First year Basic Civil Engineering.pptx
 
Walmart Business+ and Spark Good for Nonprofits.pdf
Walmart Business+ and Spark Good for Nonprofits.pdfWalmart Business+ and Spark Good for Nonprofits.pdf
Walmart Business+ and Spark Good for Nonprofits.pdf
 
Présentationvvvvvvvvvvvvvvvvvvvvvvvvvvvv2.pptx
Présentationvvvvvvvvvvvvvvvvvvvvvvvvvvvv2.pptxPrésentationvvvvvvvvvvvvvvvvvvvvvvvvvvvv2.pptx
Présentationvvvvvvvvvvvvvvvvvvvvvvvvvvvv2.pptx
 
Liberal Approach to the Study of Indian Politics.pdf
Liberal Approach to the Study of Indian Politics.pdfLiberal Approach to the Study of Indian Politics.pdf
Liberal Approach to the Study of Indian Politics.pdf
 
The History of Stoke Newington Street Names
The History of Stoke Newington Street NamesThe History of Stoke Newington Street Names
The History of Stoke Newington Street Names
 
How to Setup Warehouse & Location in Odoo 17 Inventory
How to Setup Warehouse & Location in Odoo 17 InventoryHow to Setup Warehouse & Location in Odoo 17 Inventory
How to Setup Warehouse & Location in Odoo 17 Inventory
 
বাংলাদেশ অর্থনৈতিক সমীক্ষা (Economic Review) ২০২৪ UJS App.pdf
বাংলাদেশ অর্থনৈতিক সমীক্ষা (Economic Review) ২০২৪ UJS App.pdfবাংলাদেশ অর্থনৈতিক সমীক্ষা (Economic Review) ২০২৪ UJS App.pdf
বাংলাদেশ অর্থনৈতিক সমীক্ষা (Economic Review) ২০২৪ UJS App.pdf
 
Mule event processing models | MuleSoft Mysore Meetup #47
Mule event processing models | MuleSoft Mysore Meetup #47Mule event processing models | MuleSoft Mysore Meetup #47
Mule event processing models | MuleSoft Mysore Meetup #47
 
BÀI TẬP BỔ TRỢ TIẾNG ANH LỚP 9 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2024-2025 - ...
BÀI TẬP BỔ TRỢ TIẾNG ANH LỚP 9 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2024-2025 - ...BÀI TẬP BỔ TRỢ TIẾNG ANH LỚP 9 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2024-2025 - ...
BÀI TẬP BỔ TRỢ TIẾNG ANH LỚP 9 CẢ NĂM - GLOBAL SUCCESS - NĂM HỌC 2024-2025 - ...
 

Service Design at KISK (3): Customer Journey

  • 1. Customer Journeys Service Design Lecture 3 KISK FF MU Brno 22 October 2014
  • 2. Let‘s Pause for a Moment
  • 3. Last Time • New members formed teams • We reviewed interview progress • We kicked off the Goal-oriented Personas • New goals were set (interviews + personas)
  • 4. Today • We‘ll review your Personas and interviews • We‘ll discuss Customer Journeys • We‘ll get ready for Design Workshop
  • 5.
  • 6.
  • 7.
  • 8.
  • 9. 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, ...
  • 10. Next Meeting • 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