Donn DeBoard Rail Europe Journey Map Exercise STC Summit May 2013

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This worksheet is for the attendees fo my customer journey map session to helpthem brainstorm how to create a real-world journey map.

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Donn DeBoard Rail Europe Journey Map Exercise STC Summit May 2013

  1. 1. Copyright Donn DeBoard 2013 (Rail Europe Experience Map: Chris Risdon, Adaptive Path, August 2011, Rail Europe site: http://bit.ly/Vxzhq4)Worksheet: Rail Europe Journey MapTraveler’s Guiding PrinciplesPeople choose rail travel because it is convenient, easy, andflexible.?? ?Customer JourneyStages Research andPlanningShopping Booking Post-booking,Pre-TravelTravel Post-TravelTasks (Doing) Researchdestinations,routes, andproducts.Find trips. Confirm itinerary. Waiting for papertickets to arrive.Activities,unexpectedchanges in plans.Share experience.Other? Other? Other? Other? Other? Other?Social/On-lineThinking Where do I wantto go??Feeling I’m excited totravel!?Experience Enjoy abilityOpportunitiesGlobal Phase: Phase Phase Phase

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