Employee Benefit Program
  • Preface
  • #1: Research
    • Design Brief
    • Research Methods
      • Stakeholder-map
      • Brand Research
      • Data Analysis
      • Participant Observations
      • Customer Journey
      • Survey - Consumer Behaviour Car Industry
      • Competitive Analysis
      • Literature Studies
        • Designing A Perfect Responsive Configurator
        • Meyer Brigs Type Indicator
        • Don't Make Me Think
        • Persuasion
        • BJ-Fogg Model
        • '21 Best Practices for E-Commerce Configurators'
      • MBTI Persona's
    • Research questions
  • #2: Conceptualisation
    • Concept Ideas
    • Feedback Frenzy
  • #3: Prototyping
    • Q&Onboarding Development
      • Q&Onboarding V1
        • Q&Onboarding V1 Tests
      • Q&Onboarding V2
        • Q&Onboarding V2 Tests
      • Q&Onboarding V3
        • Q&Onboarding V3 Tests
    • Configurator Development
      • User Flow
      • Sketches
      • Styleguide
      • High Fidelity Prototype
      • High fidelity Prototype V2
      • Expert Review
  • #4 Follow up research
    • Greenlight Presentation
    • Interviews
      • Interview #1 customer-service employee at PICNIC
      • Interview #2 - Freelance product designer
      • Interview #3 Project Manager at Ymere
    • Q&Onboarding V4.1 & V4.2 Development
      • Tests Q&Onboarding V4.1 & V4.2
    • Scenarios
    • Q&Onboarding Final
  • ∞: Requirement list
  • Literature
  • Design Brief
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  1. #1: Research
  2. Research Methods

Customer Journey

PreviousParticipant ObservationsNextSurvey - Consumer Behaviour Car Industry

Last updated 6 years ago

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Introduction

With the insights of the participant observations, I was able to create a customer journey map. I divided the journey into three steps: 1. Pre-service 2. Service 3. Post Service. The first phase, the pre-service, is set from login to choosing a car. The second, the service phase, is set from beginning to end in the configurator. The last, the post service, contains the summary and request form. I noted the thoughts and sayings, my participants mentioned, per activity. Based on the participants's input, I collected insights for the requirements list.

The Journey visualised

6MB
Customer Journey EBP.pdf
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