Customer Journey Mapping of an Experience-Centric Service by Mobile Self-reporting: Testing the Qualiwall Tool

Autor:	Mikko Heiskala, Juho-Pekka Virtanen, Inka Kojo
Rok vydání:	2014
Předmět:	User studies Service (business) Product (business) Focus (computing) Customer Service Assurance User experience design Computer science business.industry Perspective (graphical) business Data science User Research
Zdroj:	Design, User Experience, and Usability. Theories, Methods, and Tools for Designing the User Experience ISBN: 9783319076676 HCI (8)
DOI:	10.1007/978-3-319-07668-3_26
Popis:	A focus on the user experience and user-centric perspective are considered to be essential in today’s product and service development processes. Technological advancements during the last two decades have made user studies based on digital, mobile self-reporting possible. The goal of this study is to report on our experiences using a mobile self-reporting tool called Qualiwall for the customer journey mapping of an experience-centric service. The results indicate that the Qualiwall tool is especially suitable for mapping the customer experiences because it enables the collection of rich, real-time and in-situ data; however, it also possesses certain disadvantages. To arrive at more general conclusions, future research will focus on piloting the Qualiwall tool in other service-related user research situations as well.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::5344a11654a6e957ad4e9b9a947f1368 https://doi.org/10.1007/978-3-319-07668-3_26 Zobrazit plný text záznamu