Downunder PK1

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Downunder PK1

  1. 1. Process & Service Design Customer Journey, 1st Pecha Kucha
  2. 2. PersonasPersonas name: Lee origin: China age: 27 studies law in Freiburg 2 days in IBK, enjoys the alps name: Teemu origin: Finland age: 28 studies sports for a year in IBK owns a saisonal ticket
  3. 3. name: Ulrike and Hansjörg Origin: Stuttgart Age: 65 and 67 It‘s a must to come up here once Name: Tobias and Lukas Origin: Seefeld Age: 11 Come here for there is more snow in the park PersonasPersonas
  4. 4. tting informed Homepage Customer JourneyCustomer Journey Touchpoints
  5. 5. tting informed Homepage Getting there Signage Customer JourneyCustomer Journey Touchpoints
  6. 6. tting informed Homepage Getting there Signage Marvel at the architecture Congress Station Customer JourneyCustomer Journey Touchpoints
  7. 7. tting informed Homepage Getting there Signage Marvel at the architecture Congress Station Customer JourneyCustomer Journey Touchpoints Dreary reception Reception
  8. 8. tting informed Homepage Getting there Signage Marvel at the architecture Congress Station Customer JourneyCustomer Journey boarding Touchpoints Dreary reception reception Cashless paying POS / machine
  9. 9. Boarding First Train Customer Journey Touchpoints
  10. 10. Boarding First Train Customer Journey Touchpoints Hungerburg Station Changing trains
  11. 11. Boarding First Train Customer Journey Touchpoints Hungerburg Station Changing trainsIncomplete Information?! Information boards
  12. 12. Boarding First Train Customer Journey Touchpoints Hungerburg Station Changing trainsIncomplete Information?! Information boards Waiting…boring!! Old Hungerburg Station
  13. 13. Boarding First Train Customer Journey Touchpoints Hungerburg Station Changing trainsIncomplete Information?! Information boards Waiting…boring!! Old Hungerburg Station Section II Second Train
  14. 14. aiting again Waiting Hall Seegrube Touchpoints Customer JourneyCustomer Journey
  15. 15. aiting again Waiting Hall Seegrube Touchpoints Third Train Section III Customer JourneyCustomer Journey
  16. 16. aiting again Waiting Hall Seegrube Touchpoints Third Train Section IIIIncomplete Information again Hafelekar Customer JourneyCustomer Journey
  17. 17. aiting again Waiting Hall Seegrube Touchpoints Third Train Section IIIIncomplete Information again Hafelekar At the top! Customer JourneyCustomer Journey
  18. 18. aiting again Waiting Hall Seegrube Touchpoints Third Train Section IIIIncomplete Information again Hafelekar At the top! Customer JourneyCustomer Journey Hungry?…Better not!
  19. 19. Customer JourneyCustomer Journey Touchpoints ecessary service Waiting Hall Hafelekar
  20. 20. Customer JourneyCustomer Journey Touchpoints ecessary service Waiting Hall Hafelekar Restaurant Seegrube Up to date information
  21. 21. Customer JourneyCustomer Journey Touchpoints ecessary service Waiting Hall Hafelekar Restaurant Seegrube Up to date information Food The way to a man‘s heart is through his stomache
  22. 22. Customer JourneyCustomer Journey Touchpoints ecessary service Waiting Hall Hafelekar Restaurant Seegrube Up to date information Food The way to a man‘s heart is through his stomache Coffee and Tea Wolke 7
  23. 23. Critical IncidentsCritical Incidents Wheelchair access
  24. 24. Critical IncidentsCritical Incidents Wheelchair access Elevator size
  25. 25. Critical IncidentsCritical Incidents Wheelchair access Elevator size Incomprehensible information
  26. 26. Critical IncidentsCritical Incidents Wheelchair access Elevator size Incomprehensible information Cashless paying
  27. 27. Critical IncidentsCritical Incidents Wheelchair access Elevator size Incomprehensible information Cashless paying Tickets to Seegrube/Hafelekar
  28. 28. Critical IncidentsCritical Incidents Information too late
  29. 29. Critical IncidentsCritical Incidents Information too late Points of Attraction?!
  30. 30. Critical IncidentsCritical Incidents Information too late Points of Attraction?! Too little bicycle stands
  31. 31. Critical IncidentsCritical Incidents Information too late Points of Attraction?! Too little bicycle stands Dead times
  32. 32. Critical IncidentsCritical Incidents Information too late Points of Attraction?! Too little bicycle stands Dead times Freezing seats
  33. 33. Customer SatisfactionCustomer Satisfaction The Boarder Park is great Fast connection between city and Alps Challenging and diversified terrain Interresting Architecture Typical „Schihüttenessen“
  34. 34. Customer SatisfactionCustomer Satisfaction No information about the parking possibilities 3 different tickets to get to the top No information when which restaurant is open No free parking at the Hungerburg Too little english info about tracking trails, etc.
  35. 35. Customer SatisfactionCustomer Satisfaction No information about the parking possibilities 3 different tickets to get to the top No information when which restaurant is open No free parking at the Hungerburg Too little english info about tracking trails, etc. THANKS FOR YOUR ATTENTION!

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