> For the complete documentation index, see [llms.txt](https://paul-brouwer.gitbook.io/workspace/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://paul-brouwer.gitbook.io/workspace/1.2-onderzoek/1.2.4-participant-observations/customer-journey.md).

# Customer Journey

#### 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

![](https://3448788963-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LdAWCtljoOXGPZfVpxQ%2F-LdJ00b6JAwVHZXW0c3F%2F-LdJ08kcWpAu6CJDOD56%2Fimage.png?alt=media\&token=81434d83-ba00-4790-a6ed-b328315d2b09)

{% file src="/files/-LdJ0J9ZzGn3tRxOPjac" %}