IA Een innovatieve toekomst voor de reissector. Sessie 3 Jurgen Tanghe

355 views

Published on

IA Een innovatieve toekomst voor de reissector. Sessie 3 Jurgen Tanghe

  1. 1. 
 Stefan Moritz 4 Waardevol Gemakkelijk Aangenaam
  2. 2. 5 Service Ecologie A rich 
 (research-based) description of 
 an archetypical user ! of the service Persona
  3. 3. 7 http://www.flickr.com/photos/jasontravis/sets/72157603258446753/Jason Travis Persona
  4. 4. 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 ! !
  5. 5. touchpoint name client project Persona (s) touchpointstage Mobile Web Retail Phone / Call Center Staff Product / Packaging Print Other Social Media Channelsattitude/thoughtsemotionaljourney Touchpoints Stages Channels Attitudes Emotions
  6. 6. Incident / bad experience 
 (process failure) Interesting / new insight Don’t know / need to research Moment of Truth Keep in Touch @jurgentanghe jurgen.tanghe@crossroad.be

×