DDeBoard Rail Europe Journey Map Exercise STC Philadelphia Metro Chapter April 20113
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This document outlines the customer journey for planning rail travel in Europe. It breaks the journey down into stages of research and planning, shopping or finding trips, booking the itinerary, preparing to travel with any paperwork, the travel experience itself, and sharing the experience after. At each stage it considers the tasks, thoughts, feelings, and opportunities involved in choosing and taking a rail trip in Europe. The overall goal is to understand how to make the process convenient, easy, and flexible for customers.
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This document is the exercise for Donn DeBoard's scenario- based design session at the 2014 Mid-Atlantic Technical Communication Conference.
Scenario based design 2014 mid atlantic conference Donn DeBoard
As technical communicators, we develop feature-based content that provides details about our products. But, often, this content doesn't address our customers job context to help them perform tasks successfully. Our customers search to find the right content to match their job context.
Scenario-based design helps you define a customer's work or job context using your product. This session provides of overview of scenarios and how to create them.
Donn DeBoard Rail Europe Journey Map Exercise STC Summit May 2013
This worksheet is for the attendees fo my customer journey map session to helpthem brainstorm how to create a real-world journey map.
Donn DeBoard Lego journey map STC Summit May 2013
The Lego Map by Joyce Hostyn is used as an example in my session discussion Customer Journey Maps.
Donn DeBoard Customer Journey Maps: Visualizing an engaging customer experien...
Customer Journey Maps visually show how your customer experiences your product. You can use these maps to idedntify touch points and pain points to improve the customer's experience.
DDeBoard Lego Customer Journey Map Example (Hoystn) STC Philadelphia Metro Ch...
This is a sample Customer Joureny Map by Joyce Hoystn. It shows the journey of a Lego executive from London to New York.
DDeBoard Customer Journey Maps: Visualizing an engaging customer experience S...
My presentation provides an introduction to Customer Journey Maps, their purpose and how to create them. It discusses their components and the types of journey maps. Finally, I discussed the benefits of journey maps.
More from ddeboard (7)
Scenario exercise 2014 mid atlantic technical communication conference DDeBoard
Scenario exercise 2014 mid atlantic technical communication conference DDeBoard
Scenario based design 2014 mid atlantic conference Donn DeBoard
Scenario based design 2014 mid atlantic conference Donn DeBoard
Donn DeBoard Rail Europe Journey Map Exercise STC Summit May 2013
Donn DeBoard Rail Europe Journey Map Exercise STC Summit May 2013
Donn DeBoard Customer Journey Maps: Visualizing an engaging customer experien...
Donn DeBoard Customer Journey Maps: Visualizing an engaging customer experien...
DDeBoard Lego Customer Journey Map Example (Hoystn) STC Philadelphia Metro Ch...
DDeBoard Lego Customer Journey Map Example (Hoystn) STC Philadelphia Metro Ch...
DDeBoard Customer Journey Maps: Visualizing an engaging customer experience S...
DDeBoard Customer Journey Maps: Visualizing an engaging customer experience S...
DDeBoard Rail Europe Journey Map Exercise STC Philadelphia Metro Chapter April 20113
- 1. Worksheet: Rail Europe Journey Map Traveler’s Guiding Principles People choose rail travel because it is convenient, easy, and ? flexible. ? ? Customer Journey Stages Research and Shopping Booking Post-booking, Travel Post-Travel Planning Pre-Travel Tasks (Doing) Research Find trips. Confirm itinerary. Waiting for paper Activities, Share experience. destinations, tickets to arrive. unexpected routes, and changes in plans. products. Other? Other? Other? Other? Other? Other? Social/On-line Thinking Where do I want to go? ? Feeling I’m excited to travel! ? Experience Enjoy ability Opportunities Global Phase: Phase Phase Phase Copyright Donn DeBoard 2013 (Rail Europe Experience Map: Chris Risdon, Adaptive Path, August 2011, Rail Europe site: http://bit.ly/Vxzhq4)