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Customer case study

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Enter the characters you see below Sorry, we just need to make sure you’re not a robot. The customer journey map is an oriented graph that describes the journey of a user by representing the different touchpoints that characterize his interaction with the service. In this kind of visualization, the interaction is described step by step as in the classical blueprint, but there is a stronger emphasis on some aspects as the flux of information and the physical devices involved. At the same time there is a higher level of synthesis than in the blueprint: the representation is simplified trough the loss of the redundant information and of the deepest details. The gamified customer journey mapping is a way to easily describe a possible scenario or map the experience throughout an existing service. A blank journey worksheet and a set of cards representing the touchpoints are needed to set the ground for the activity.

According to the specific context and purpose of the session, various game modalities and rules can be then created. The cards provide a visual support that facilitate understanding and assembling the sequence of activities and touchpoints study characterize the service experience. This specific example comes from customer project case transportation.

Quantitative case study

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At the end, once the journey has been mapped, the game-boards can be used to highlight the gaps, pain points and opportunities of the experience, both from the perspective of the user and the provider. Building a customer journey implies the observation of the user experience and the representation of that experience through its touchpoints. The starting point is the identification of the touchpoints as the elements of the service interface that establish the relation between the user and the organization. The touchpoints can be physical, virtual or human. The user experience is obtained by connecting the different touchpoints in a sequence.

The information collected were then used for building three customer journey maps, reflecting the experiences gathered, highlighting the stickling points and comparing OGT to competitor services. The identification of a structured graphical language for the representation is very useful here, allowing the description of several experiences with the same structure and criteria and facilitating the comparison between them. Enter the characters you see below Sorry, we just need to make sure you’re not a robot. Enter the characters you see below Sorry, we just need to make sure you’re not a robot.

This is an area that has received by far the most attention, so much so that I would even argue that it has turned into a classic case of overkill.
Similar to banking, you develop a well-rounded skill set dissertation proposal service accounting and finance and learn industries in-depth.

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