Corpus ID: 42333253

Customer Journey a method to investigate user experience.

  title={Customer Journey a method to investigate user experience.},
  author={Suvi Nenonen and Heidi Rasila and Juha-Matti Junnonen and Sami K{\"a}rn{\"a}},
Workplaces are stages for work experiences. [...] Key Method The methods for user orientated workplace management are presented. The conclusions indicate the different objects of different methods, which all together provide rich data for workplace management, user organisation and other stakeholders – for the ones creating user experiences.Expand
From customer experience to product design: Reasons to introduce a holistic design approach
In the recent years, the creation of a good Customer Experience has become one of means to help companies in competing in the arena of retail. This have led to a focus shift from product design toExpand
User Experience Journeys
This paper defines the matrix structure of UX Journeys – dissecting the interaction into relevant development information and presents an analysis process that accompanies the journey – identifying and analyzing the emotional experience curve. Expand
User Narratives in Experience Design for a B 2 B Customer Journey Mapping 195 User Narratives in Experience Design for a B 2 B Customer Journey Mapping 3 3 Research Approach
Enterprises are increasingly starting to apply a user-centric perspective in their product and service development processes. This paper uses the concept of customer journey mapping (CJM) toExpand
Usability theory
The usability perspective can be applied in strategic, developmental, operational, and evaluative phases of workplace projects as well as in workplace-related processes and continuous improvement. Expand
An Enriched Customer Journey Map: How to Construct and Visualize a Global Portrait of Both Lived and Perceived Users’ Experiences?
This paper develops a data driven CJM that helps understand, visualize, and communicate insights based on both data typologies and enables the design development team the possibility of acquiring a broad portrait of both experienced (implicit) and perceived (explicit) users’ experiences. Expand
USEframe - a Framework to understand and map usability research
The framework presented can be a useful tool for communicating research within the area of usability of facilities and as such an input in further development of the field of usability and understanding of users needs in the built environment. Expand
Information visualization- in regarding to customer journey map in a three-dimensions format
This article tried to conduct the idea of information visualization by utilizing the customer journey map in a three-dimensions format, so that designers not only can acquire information from 2D diagram, but also manipulate intangible information from this designed tool. Expand
Gamification of the Customer Journey at a Ski Resort
This paper explores the enhancement of the customer journey at a Finnish ski resort and aims to create a theoretical framework for using gamification in the service design process. We have used theExpand
Participatory Design 101: Co-Creating Tangible User Interfaces to Enrich a Business Trip Experience
In this studio session, the attendees develop an initial sense for participatory design (PD) by running through a co-creation process. This process enables a Tangible User Interface (TUI) design thatExpand
From Customer Journey to Knowledge Journey: Mapping the Knowledge Journey in Co-design on Public Realm
A comparative study from the knowledge conversion perspective revealed two knowledge journeys which shed light on knowledge conversion in co-design and opened a new direction to study the related fieldworks. Expand


Understanding experience in interactive systems
This paper characterize current approaches to experience from a number of disciplines, and presents a framework for designing experience for interactive system, showing how the framework can be applied by members of a multidisciplinary team to understand and generate the kinds of interactions and experiences new product and system designs might offer. Expand
1 USABILITY OF BUILDINGS , version 18 . 10 . 04 Theoretical framework for understanding and exploring usability of buildings
Usability, with focus on the user perspective, is one of the most important, but often most neglected, aspects of building performance. A new CIB Task Group (TG51) has been established to applyExpand
Process‐oriented measurement of service quality
Presents the current state of the methodological discussion on the measurement of perceived service quality. Describes two approaches ‐ attribute‐based methods and the sequential incident techniqueExpand
Building Great Customer Experiences
The Customer Experience is the Answer to Life, the Universe and Everything Differentiating on the Physical is no Longer Sustainable The Customer Experience is about Emotions So Unknowingly we areExpand
Usability engineering
  • J. Nielsen
  • Computer Science
  • The Computer Science and Engineering Handbook
  • 1997
This guide to the methods of usability engineering provides cost-effective methods that will help developers improve their user interfaces immediately and shows you how to avoid the four most frequently listed reasons for delay in software projects. Expand
Interface-Walkthroughs: efficient collaborative testing
  • R. Bias
  • Computer Science
  • IEEE Software
  • 1991
A walkthrough facility for testing the usability of a user interface design before the software is written or a prototype is built is described and four characteristics of these pluralistic usability walkthroughs are reported. Expand
Post‐occupancy evaluation of facilities: a participatory approach to programming and design
Describes two approaches to the evaluation of the built environment. First, discusses post‐occupancy evaluation (POE) which is a formal way of determining whether a recently occupied or remodelledExpand
Priceless: Turning Ordinary Products into Extraordinary Experiences
Whether their complaints are about customer-proof packaging, a never-ending voice mail loop, or a purchase that doesn't live up to its claims, customers are consistently disappointed in theirExpand
Facilities Management: Towards Best Practice
Introduction Part One FM Systems: Managing the steady state Managing the dynamic/developmental aspects Part Two FM Specialisms: User needs evaluation Contracting out Using it Part Three EnablingExpand
The Pluralistic Usability Walk-Through Method
This simple usability analysis tool can be employed early in the system design phase, when user input can have the greatest impact on successful implementation.