Third lecture on service design at KISK FF MU Brno. This time on mapping the experience and getting ready for design.

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

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