Process & Service Design - Exploration Personas & Customer Journey

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This is a Pecha Kucha presentation about the exploration of personas and the customer journey of people visiting Innsbruck and who are interested in sightseeing with a special focus on churches.

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Process & Service Design - Exploration Personas & Customer Journey

  1. 1. Exploration Personas & Customer Journey 1 st Pecha Kucha Presentation 30 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz
  2. 2. Entangled 30 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz
  3. 3. Dieter & Renate Ebeling 30 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz
  4. 4. Dieter & Renate Ebeling 30 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz
  5. 5. Dieter & Renate Ebeling 30 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz
  6. 6. Innsbruck 30 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz
  7. 7. PROBLEM TWEET 30 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz “ Innsbruck does not provide a separate overview of all religious monuments that can be visited. ”
  8. 8. Innsbruck 30 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz
  9. 9. Touch Points // Customer Journey Map <ul><li>Seeing the tourist information center </li></ul><ul><li>Entering & searching for information on their own </li></ul><ul><li>Queue up & wait </li></ul><ul><li>It‘s their turn </li></ul><ul><li>General Information </li></ul><ul><li>Necessary information is not provided </li></ul><ul><li>Leaving the information center </li></ul>30 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz
  10. 10. Touch Points // Customer Journey Map 30 March 2011 Entangled // Barbara Grandl, Julia Richter, Anne Seifert, Birka Valentin, Gerhard Pilz

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