Dissertations / Theses: 'Customer Journey Map'

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Cao, Linqi. "Developing an experiential design approach to gain understanding about foreign culture: challenges and solutions." Thesis, Linköpings universitet, Institutionen för datavetenskap, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-158120.

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China’s economy is growing. It has been said that “the question like ‘how to do business with Chinese people’ have occupied the minds of international business people who are planning to enter China.” (Fan & Zigang, 2004). Sweden as a country which listed China as its largest trading partner in Asia and a priority country in Sweden's export strategy, has a need to gain understanding about guanxi –an important concept in Chinese business culture. In this thesis, the author will present the development of three exercises inspired by design methods (role play, visualization and customer journey map) which aim to help Swedish business managers to learn guanxi in an experiential way. It includes the challenges the design team went through, how did they solve it and what are the latest version of the exercises looks like. The main challenges presented in this thesis are: how to embed specific knowledge smoothly into exercise; how to set up the role of facilitator(s); and how to increase the level of satisfaction for the users. Those challenges are not only specific to our project, but also could be inspirational for other people (e.g. designers, business culture scholars and so on) who want to create similar exercises or looking for new ways to deliver the knowledge about cross-cultural business communication.

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Chavez, Martinez Lizeth Stefany, Vedia Flor Aysha Nicole Garcia, and Rojas Hans Nicols Flores. "Análisis del Customer Experience de los servicios de peluquería y estética a través de Customer Journey Map. Caso de estudio: BESSÓ SALÓN, Miraflores, durante el periodo 2019-2020." Bachelor's thesis, Pontificia Universidad Católica del Perú, 2020. http://hdl.handle.net/20.500.12404/16761.

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En la presente investigación, se realizó el análisis del Customer Experience de los servicios de peluquería y estética, a través de Customer Journey Map en Bessó Salón, Miraflores, durante el periodo 2019-2020. Esta investigación resulta relevante puesto que busca describir, a través de un caso de estudio, la experiencia de los clientes que integran el mercado de la belleza personal en Lima. Mercado en expansión y cada vez más relevante en la mente del consumidor limeño. Debido a que la belleza personal es un tipo de servicio de carácter muy marcado, en él, una sola experiencia puede definir si la relación con el cliente se fortalece o se quiebra. Por ello, gestionar adecuadamente el Customer Experience (CE, en adelante) es conveniente para la fidelización de los clientes en este tipo de servicios. La investigación se realiza mediante un estudio de caso que se centra en la experiencia que percibe el cliente de Bessó Salón, en cuanto a los servicios de peluquería y estética. Siendo esta una empresa que se reconoce a sí misma como proveedora de experiencias únicas en sus servicios de belleza, diferenciándose de sus competidores. Es por ello que el presente trabajo busca entender cuál es el CE de los servicios de peluquería y estética de Bessó Salón, así como describir sus procesos, herramientas, métricas, la situación actual, el marketing de servicios y el CE a través del Customer Journey Map que coadyuve a conocer y mejorar la experiencia del cliente de Bessó Salón. El análisis parte de una secuencia metodológica, en correspondencia con un enfoque mixto, las cuales abarcan la recolección y análisis de datos cualitativos y cuantitativos. Respecto al enfoque cualitativo, se realizó la recolección de la información, a través de observaciones y entrevistas que fueron aplicadas a tres expertos en el área de marketing y dos en el rubro de peluquería y estética; asimismo, se entrevistaron a tres clientes del servicio de peluquería y dos de estética; además, se realizaron observaciones a tres colaboradores de Bessó Salón seleccionadas a conveniencia de los autores de esta investigación; también, se observó la infraestructura física. Cabe destacar que según el enfoque de investigación a través del uso de técnicas de análisis permitió, desde lo cualitativo, categorizar las entrevistas, triangular y contrastar los resultados. Así, para contrastar y validar los resultados del enfoque cualitativo se empleó el enfoque cuantitativo. En el caso del enfoque cuantitativo, la recolección de la información se realizó a partir de encuestas administradas de manera presencial y online a clientes de sexo femenino que han frecuentado a Bessó Salón; siendo el primero un muestreo no probabilístico y el segundo, un muestreo probabilístico. Según este enfoque la interpretación de los resultados de manera cuantitativa fue a través de un análisis descriptivo porcentual que permitió validar los resultados del enfoque cualitativo. En conclusión, la investigación se centró en la variable CE; cuyo análisis de indicadores y las categorías previamente establecidas permitió entender la percepción del cliente, y de esta manera dar respuesta a los objetivos planteados. La herramienta utilizada para el presente estudio fue el CJM, que a partir del análisis del CE de los servicios de peluquería y estética de Bessó Salón durante el proceso de pre compra, compra y post compra, se pudo garantizar una alta probabilidad de que los clientes tengan una buena experiencia, la cual emerge a partir de que los clientes expresan que Bessó Salón es una peluquería que cambia la imagen de las personas.
Tesis

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Sapian, A. S. "How to create a brand for 3 steps? Building successful sales funnels in business." Thesis, Київський національний університет технологій та дизайну, 2019. https://er.knutd.edu.ua/handle/123456789/14356.

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Huamani, Martinez Brenda Rosario, Cano Claudia Carlotto, and Aquise Laura Karelia Cabello. "Diseño del Customer Journey Map y Service Blueprint a partir de la construcción de arquetipos de clientes. Caso de estudio: Casa Andina Premium Miraflores durante el periodo 2019-2020." Bachelor's thesis, Pontificia Universidad Católica del Perú, 2021. http://hdl.handle.net/20.500.12404/19137.

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La presente investigación responde a la necesidad de profundizar en la disciplina del Customer Experience y la industria hotelera, en función a la experiencia del huésped, a través de la creación y el diseño de servicios centrados en las necesidades y preferencias de sus huéspedes; siendo un aporte a la gestión estratégica del Customer Experience en la industria que aún se encuentra en una etapa de inmersión y exploración. La aproximación de la investigación se realiza mediante el estudio de caso de la cadena hotelera Casa Andina, la cual planteó, en 2017, lograr el 95% de satisfacción de sus huéspedes en sus hoteles. El presente proyecto profesional se desarrolla en el descriptor de marca Casa Andina Premium Miraflores, por ser la unidad hotelera donde se prototipan las iniciativas que luego se despliegan en el resto de los hoteles, lo que la convierte en una de las unidades más importante para la gerencia. Para el logro del objetivo general y los objetivos específicos se realizaron varias investigaciones, que incluyen, por una parte, la percepción de los colaboradores sobre la experiencia de los huéspedes en el hotel. Por otra parte, se realizaron encuestas orientadas a conocer a los clientes desde las variables geográficas, demográficas, conductuales, psicográficas y en función a sus niveles de valoración de la experiencia vivida en el hotel, de las cuales se obtuvo 337 respuestas de la encuesta. El estudio fenomenológico tuvo como objetivo determinar las principales variables que más afectaban la experiencia de los huéspedes. Se trazó una ruta metodológica en la que, los resultados del análisis factorial exploratorio (AFE) y el análisis factorial confirmatorio (AFC) demostraron que existen tres dimensiones que engloban a las variables referentes a los servicios generales, atributos de la habitación y la expectativa de la marca; y que los potenciales clusters de huéspedes se han agrupado en función a estas dimensiones. Los análisis de investigación concluyen que Casa Andina Premium Miraflores posee cuatro arquetipos de huéspedes, Global Executives, Global Travellers, Veggies y Outlanders; los cuales deben ser considerados como una oportunidad estratégica para incrementar la fidelización a través de la personalización de servicios. Como resultado de esta investigación, se elaboraron las herramientas de Customer Experience, Customer Journey Map y Service Blueprint, en función a los cuatro arquetipos hallados como resultado de la ruta metodológica. De igual manera, se pudo identificar que los arquetipos hallados poseen características y patrones de comportamiento similares; sin embargo, también poseen intereses que difieren con los otros arquetipos, los cuales permitieron denominarlos. Finalmente, en base a los resultados de la investigación, se plantearon diversas recomendaciones relativas a mejorar la experiencia de los huéspedes en Casa Andina Premium Miraflores y que ellos se sientan como en casa.

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Kánská, Kateřina. "Inovace ve službách: Využití designu služeb v praxi." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-113825.

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The theoretical part is devoted to an explanation of the issue. Specifics of services are outlined as well as trends that will shape future services. A service design is presented as a main topic. Its aim is to find all customer-service "touchpoints", to discover a customer's journey through the service and, on the basis of these inputs, to innovate the service for the highest customer satisfaction and efficiency for a provider on the other hand. There are also presented arguments for the service design as well as methods how services can be improved -- "customer journey map", "personas", own experience with the service, "ethnographic research" and "webdesign". These methods are also used in a practical part. The practical use of the service design is shown on a business "Glasses home". Its focus is a sale of glasses through an e-shop bryle-domu.cz as well as through a patented self-service optician "Optiscont". Using the previously introduced methods, a survey for "Glasses home" is realised. The survey have two phases. The first phase is devoted to the testing of a service prototype, the second phase is devoted to the complex assessment of the service that has been innovated based on the first phase. The final part is devoted to interpretation of results. Based on the practical part, a "customer journey map" is compiled, including "personas" -- archetypes of service customers. The "reservoir of good will" is used to present the strengths and weaknesses of the service. Finally, recommendations for innovations are formulated. The main message is to simplify the website, to explain the "Optiscont" concept to customers at the point of sale and to focus on interconnecting all touchpoints.

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Wirebrand, Joacim. "Kommunikativt Designarbete : Kommunikation och Kunskapsöverföring vid Visualiseringsskapande." Thesis, Linköpings universitet, Institutionen för datavetenskap, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-123634.

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Det finns ett flertal studier som på påvisar hur kommunicerande mellan designers, både experter och noviser, och hur de förhåller sig till visualiseringar Arvola & Artman, 2006; Segelström., 2009 & Tholander, Karlgen, Ramberg, & Sökjer, 2008). Det finns även studier som jämför designutförande mellan expertdesigners och designnoviser Ahmed, Wallace, & Blessing, 2003; Ball, Ormerod, & Morley, 2004; Ho, 2001 & Kavalki & Gero, 2002), men någon uttalad standard för designers beteende och kommunicerande vid visualsieringsskapande finns inte och i nya studier observeras hela tiden nya fenomen. Det finns även få studier som undersöker hur individer helt ovana vid design förhåller sig till visualiseringar och hur de kommunicerar kunskap mellan varandra vid visualiseringsskapande. Denna studie utfördes som en fallstudie på Migrationsverket i Norrköping. Syftet med arbetet var dels att utforska hur individer som är ovana vid designarbete kommunicerar kunskap mellan varandra vid skapandet av visualiseringar inom tjänstedesign. Studien syftade även till att undersöka hur individer ovana vid designarbete förhåller sig till visualiseringarna de skapar vid kommunicerade med resterande gruppmedlemmar. För att studera detta hölls två workshops där fyra individer som aldrig hade hört talas om tjänstedesign, två individer ifrån medborgarskapsenheten och två individer ifrån kundtjänst, tillsammans fick skapa customer jouney maps och service system maps. Workshoptillfällena spelades in med videokamera och det inspelade materialet användes för att analysera konversation och interaktion mellan deltagarna och deras förhållningssätt till visualiseringarna. Resultaten ifrån studien visar att deltagarna använde sig av två huvudsakliga metoder för att kommunicera kunskap. Aningen genom yttranden eller genom frågor och svar. Deltagarnas yttranden var korta och nämndes vid tillfällen i diskussioner där deltagare ansåg att de hade kunskap som kunde bidra till utvecklingen av visualiseringarna. Vid kommunicerande av kunskap genom frågor och svar var det vanligast att deltagare ifrån den ena enheten frågar deltagare ifrån den andra enheten hur de förhåller sig till de sökande och hur deras arbetsuppgifter ser ut. Resultaten visar även att deltagarna använde sig av visualiseringarna för att referera till händelser i tjänsteförloppet eller för att uppmärksamma resterande deltagare om felaktigheter som hade uppstått i visualiseringen. Deltagarna arbetade iterativt i sitt visualiseringsskapande och alla designbeslut kring utvecklingen av visualiseringarna fattades gemensamt. I studiens slutsatser påpekas visualiseringars kommunikativa förmågor inom designgrupper och hur deltagarna använder sig av visualiseringarna för att effektivt kommunicerande med varandra. Ytterligare påvisas effekten visualiseringar kan ha på strukturen för kommunicerande och informationsutbyte och att deltagarnas strävan efter att fatta gemensamma beslut ledde till att de utbildade varandra kring de ämnen och processer som visualiserades.

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Guimarães, Ana Margarida de Sousa Rocha. "Customer journey analysis - building a customer journey map based on consumer behaviour." Dissertação, 2020. https://hdl.handle.net/10216/133051.

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Guimarães, Ana Margarida de Sousa Rocha. "Customer journey analysis - building a customer journey map based on consumer behaviour." Master's thesis, 2020. https://hdl.handle.net/10216/133051.

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Lu, Yi-An, and 呂易安. "Evaluate the Connection Experience of Networking Device Using Customer Journey Map." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/44hk3s.

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碩士
國立臺灣科技大學
設計研究所
103
Since the connectivity service is the key of IoT products, the services for smart home should put emphasis on the communication between devices and services. At the beginning of smart home, the home gateway, such as router and Network Attached Storage (NAS), would be the core for most networking scenarios. Hence, this paper chooses networking devices to study connection experience in connected home, through user experience research and customer journey map. There are two research objectives. Firstly, identifying the connectivity of the web configuration system of existing router. Even though the router are equipped with corresponding functions, once it lacks of hint, guidance and scenario brief, the user won’t regard it as a good service solution. The connection experience has a close relationship with the overall service experience for networking devices. Build upon this insight, the second objective is to suggest deign guideline for photo service of NAS, based on the connection gap in customer journey and target users’ need. So far, the photo platform of Synology NAS and Apple iCloud can help gathering families’ photo works, and stream photos to display devices. However, the two services cannot help family users co-create their own memory story, because of the insufficient narration. On the other hand, the photo narration can bridge the key stages in memory journey, which are capture, document, and retrospective. To enhance the connection experience of photo service in NAS, this study suggests three design goal, planning narration flow, set ting multi-device retrospect scene, and encouraging the interaction between families. There are several good points to apply customer journey map to analyze the connection experience of networking devices. Help the stakeholders to focus on the service experience, not the product appearance. The structured visual form of journey can present the correlation between the numerous service elements. When comparing competitors’ services, those detailed correlation can help viewers identify the strength and weakness, and then spot the opportunity in the market.

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Chou, Yun-Yi, and 周韻儀. "Full Service Process Design of Customer O2O Journey Map for Omni-Channel." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/32c44c.

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碩士
國立臺中科技大學
流通管理系碩士班
106
Recently the rapid development of mobile device and mobile internet is affecting channel operational environment and consumer’s life. Consumer could receive personal purchase experience through any devices and channel at anytime or anywhere. The omni-channel, as an emerging trend in retail. The diversification of channel on the highly competitive, Omni-channel how to break through the industry is a major issue. This study was conducted to explore Customer Journey Mapping in Omni-Channel, can appreciate customers’ needs, feelings and thoughts from customers’ perspectives more effectively. The method of this study use the case study to develop the Customer Journey Mapping structure. By gathering literature review this study sums up the proposed framework into Customer Journey Mapping, six journey stages and eight key components in application. The journey stages of generate motivation, search information, evaluation and trial, purchase process, sharing experience, postpurchase interaction. The key components of goal, action, touchpoint, emotion, thought, pain-point, satisfaction, service innovation. In-depth interviews with 20 consumer of skincare products. The results shows touch points with consumers, consumer could receive diverse services online channel, offline channel or even social media, these multiple channel formats in different purchasing phases, which customers can shop and experience across channels, anywhere and at any time. However, customers’ services quality are still not yet satisfied. In addition, this research provides full service process design of Omni-Channel for enterprise, and could be referred in the field of service marketing strategy.

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CHIEN, TZU-HUI, and 簡姿慧. "Applying Customer Journey Map to Explore the Lighting and Sounds Retail Service." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/946whw.

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碩士
國立臺北科技大學
工業設計系創新設計碩士班
107
Nowadays, the revitalization of the domestic entertainment and cultural industry, the traditional leasing industry of sounds and lighting have transformed business models in contemporary needs. Relevant business owners have realized that market demand is not only to provide equipment and related technology to meet customer needs, but to enhance the competitiveness of enterprises by understanding customer preferences and then to plan the overall activities and services needed. It cannot be classified simply as a general equipment leasing. This research shows that the tools of service design can be used to examine current services and processes and analyze current conditions using the relevant theories. The results are able to assist managers to explore problems by visualizing processes. Based on the premise of constructing the customer journey map, this study uses literature and data analysis to collect and target the role, through interviews and a series of qualitative analysis to explore problems and provide suggestions. First, for customers from the enterprise, in addition to insufficient training of employees, the acquaintance with the service staff of the event venue is not good, resulting in the situation of personnel and equipment in the environmental facet being relatively incapable of control. Secondly, on-campus customers, it is necessary to pay attention to the quality and time conflicts between manufacturers entering and exiting. It is recommended to carefully select staff during recruitment and strengthen the training of existing employees. Thirdly, the customers of the public relations or marketing are most concerned about the team spirit of cooperation, and the relevant personnel on the site cooperate with other units to achieve the goal of successful activities. Different customer groups have different interaction modes and needs, but the same is the source of word of mouth and touchpoints. Therefore, understanding the customer differences, investing in them, reducing mistakes, and solve the existing problems can effectively enhance the industrial value.

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Xu, Shuang. "Value curve and customer journey map : the case of Uniplaces and Zizabi." Master's thesis, 2017. http://hdl.handle.net/10400.14/31369.

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Hoje em dia, a natureza da economia de serviços passou da natureza transacional para relacionamentos baseados na experiência. As pessoas trabalham em todos os tipos de indústria e em diferentes áreas, todos eles querem oferecer experiências aos seus clientes. A experiência do cliente tem recebido uma atenção significativa mais do que nunca. As empresas começam a perceber que oferecer uma experiência bem desenhada aos clientes pode aumentar a satisfação do cliente e eventualmente afetar o desempenho dos seus negócios. A empresa utiliza o mapa de viagem do cliente para descrever o processo através do qual o cliente percorre um conjunto de pontos de contato para melhorar o seu serviço. No entanto, argumentamos que a curva de valor em que se situa a proposta de valor de uma empresa também afeta a tomada de decisões dos clientes em determinadas fases do mapa de viagem do cliente. Neste estudo, tendemos a explorar como a curva de valor de uma empresa pode influenciar o seu mapa de viagem do cliente através das duas empresas de plataformas portuguesas. Achamos que o mapa de viagem do cliente pode ser influenciado diretamente e fortemente pela curva de valor. Além disso, descobrimos a partir desses dois casos que uma forte parceria e recurso humanos valiosos também podem afetar o sucesso da empresa no seu mercado-alvo.
Today, the nature of service economy has shifted from transactional nature to experience-based relationships. Everyone from different industries and sectors wants to provide experiences. Customer experience has received significant attention, more than ever before. Companies start to realize that delivering a well-designed experience to customers can increase customer satisfaction and eventually affect their business performance. Company employs customer journey map which describes the process where customer flow through a set of touch points during the service encounter to help them improve its service. However, we argue that the value curve where lies value proposition of a company also affects customers’ decision-making during certain phases of customer journey map. In this following study, we explore how value curve of a company can influence its customer journey map by studying two Portuguese platform companies. We find that customer journey map can be influenced directly and strongly by value curve. Furthermore, we discovered from these two cases that a strong partnership and valuable human resources can also affect company’s success in its target market.

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YAN, WEN-YU, and 顏文佑. "O2O Tax Refund Process Improvement Based on Customer Journey Map and Service Blueprint." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/b6338y.

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碩士
大葉大學
資訊管理學系碩士班
107
Purpose: Improve Taiwan's tax refund process and increase the willingness of foreign visitors to come to Taiwan. Design/methodology/approach: Double diamond service design approach with customer journey maps and service blueprints in service design tools. Interviewing foreign visitors to obtain information Findings: The interview content of foreign travelers analyzes the pain points of the tax refund process. Research limitations/implications: The research location is restricted by the area where Changhua is located. Foreign visitors interviewed do not include countries around the world. Practical implications: Increase the tax refund method to improve Taiwan's tax refund process Originality/value: This study proposes a service blueprint as a proposal for the revision of the tax refund process.

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MA, WAN-CHI, and 馬婉綺. "A Service Design Study: A Customer Journey Map of the Household Registration Office." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/59683182208674577721.

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碩士
逢甲大學
國際經營管理碩士學位學程
105
The research aims of this thesis are discussing the elements affect the customer in the Customer Journey Map (CJM), trying to improve the service process during the whole CJM, and let the service worker in the household registration office know the relationship between the customer and them in the service process. At the beginning of the thesis, reviews the service quality, it is talking about the customer is the judge to value the service quality. The firm should follow by customer’s mind to provide the service that the customer needs and wants. Then mentions about service design, and introduced lots of service design tools. I choose the CJM to be the main research core in my thesis. The customer satisfaction also relates to the service quality and service design. It uses qualitative analysis to be the research method, through observation and interview. First using the hypothetical customer journey map architecture service process, and then through the SERVQUAL questionnaire to understand the customer service quality evaluation. Through Empathy Map to sort out the general customer experience, and finally interview the customers with the CJM in detail and give the CJM recommendations. This study found that touch point and customer experience are the main points to improve the service process.

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HUANG, MIN-CHI, and 黃泯錡. "Home Care Service Process Improvement with Application of Customer Journey Map and Service Blueprint." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/2cs279.

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碩士
大葉大學
資訊管理學系碩士班
107
With the growth of medical technology, the life span of human beings has been prolonged, and the elderly population in countries around the world has also increased year by year. In 2018, Taiwan officially entered the aged society, and the government implemented LTC 2.0 in January to improve the shortcoming of LTC 1.0. Expand service coverage and projects to try to alleviate the care needs of the elderly. However, since the implementation, the manpower is still insufficient, and some of the care needs can be improved improve the quality of life and care. Therefore, this research will be based on the case of home care in the Taiwan's LTC system. Conduct a preliminary analysis through literature collection to understand the development and current status of home care. Using in-depth interviews and field observations to collect data, through interview records to depict the patient and carer persona to define the segmentation and needs. Establish a care journey map based on on-site observations and define the pain points that make both sides feel bad. Finally, based on the pain point needs, put forward a hi-tech. solution and draw a service blueprint.

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Chen, Chien-Chung, and 陳建中. "Applying Customer Journey Map to Explore the Limitation of Customers' Satisfaction: The Case Study of Visual Communication Design Industries." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/2f4kva.

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碩士
國立雲林科技大學
企業管理系
106
Due to the development of science and technology, the service contents of Visual Communication Design Industries become increasingly rich.Customer’s expectation on design quality and quantity is getting higher and the development of Design Service demand is heading towards small-volume and variety. In the meantime “How to satisfy customer’s needs?” and “How to avoid customer’s dissatisfaction occur during the process of experiencing service?” become the subjects that Design Service Provider has to deal with. Design Service Provider has to find the cause of Limitation of Customers’ Satisfaction, improve time control and service quality, and add value to Design Service content. 　　Based on Service Design’s point of view, this study adopts Customer Journey Map to explore the cause of Limitation of Customers’ Satisfaction for Visual Communication Design Industries. After in-depth interview and field study, customer-made Design Service process for each study object was made. The suitable Design Service process was then discussed and selected, and integrated with Costumer Journey Map to analyze the cause of each study object (in design process) with customer in the process of design service experience’s contact point/sweet point/pain point. The results reveal that “customer’s pain point is where their limitation of satisfaction is”.According to the analysis of Limitation factors of Satisfaction, the two major factors for limiting customer’s satisfaction in design service experience are “time control” and “quality”.These two factors hinder customer’s satisfaction level during the process of purchasing activities, which lead to Limitation of Satisfaction.After understanding these two causes, this study provides the suggestionsfor preventing Limitation of Customers’ Satisfaction.

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Iakimova, Ekaterina. "Systematic Approach to the Service Design in the Winery: Touch Points and Customer Journey Map." Master's thesis, 2019. https://hdl.handle.net/10216/126693.

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Li, Ping-Chi, and 李秉錡. "Construction and Service Strategy of Customer Experience Journey Map for “New” Retail to “Mind” Retail." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/7t52dz.

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碩士
國立臺中科技大學
流通管理系碩士班
107
A new retail mode in whole world transform quickly, effect momentous to the old retail mode, it makes a lot of ordeal for Retail industry, how to break through the business model and transform successfully, become the most vital problem to the vendor. In order to promote the service strategy as major of customer, the Customer Journey Map is the easiest way to figure up customer’s thought and the actual behavior. Therefore, this research is about concept of the Customer Journey Map to investigate the customer’s purchasing decision procedure in new retail. First of all, we use Document Analysis to construct the Customer Journey Map framework, then explore the content of Customer Journey Map with In-Depth Interviews, because of the New retail unmanned store in domestic is developed quickly, rich in a business opportunities in future, the field of research’s target setting on comprehensive retail and volume retail, Case study’s data comes form 24 customer who has experience in New retail unmanned store. The result of this research use Case study, develop the framework of Customer of Journey Map by Literature Review divides into 2 parts of experience procedure and key point. (1) Divide the experience procedure into 3 phase, before, during, and after experience, having Motivation, Information search is in before stage. During stage include experience or consumption. After experience are receive and sharing. (2) Distinguish the key point into target, action, contact point, opinion, pain point and satisfaction, then use In-Depth Interview to construct Customer Journey Map’s content. Before experience stage, interviewee hope can search, try new technology, and know the information about unmanned store, they use cell phone and computer to be their main contact point. During experience stage, interviewee wish can promote their purchase efficiency, cell phone is the main contact point. After experience, interviewee expect learn the way to use new technology’s more effective. In this stage interviewee have an idea which is share to their friend and family, cell phone is still their main contact point. According to the pain point and idea who give from interviewee, this research use The Marketing Theory of 7Ps to give advice how to keep and improve every point about online service, provide for retail industry be their reference to improve in future.

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Carvalheira, Beatriz Ribeiro de Sousa. "How to enhance customer relationships in Auchan : construction and analysis of the customer journeys of Auchan’s clients." Master's thesis, 2020. http://hdl.handle.net/10400.14/31890.

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O presente estudo tem como principal objetivo a potencialização da relação entre a Auchan Gaia e os seus clientes, através da conceptualização e compreensão das jornadas de clientes, assim como de pontos de dor e possíveis sugestões e melhorias e potencialização de envolvimento com os mesmos. Para a conceptualização da jornada de cliente, foi criado um modelo/mapa mais focado nas necessidades de uma empresa de retalho e, na recolha e análise de dados, foram utilizados métodos qualitativos e quantitativos. Por esta investigação estar inserida num contexto empresarial, a participação observante do estudioso (observação direta + informações conseguidas através de operadores e responsáveis de mercado), juntamente com dados cedidos pela empresa influenciaram a construção e foco do inquérito (foco nas áreas críticas = pontos de dor), administrado apenas a clientes da Auchan Gaia. Com as 184 respostas válidas, juntamente com a participação observante e os dados da empresa, estava reunida informação suficiente para conseguir elaborar e completar as cinco jornadas, uma para cada tipo de cliente. No final, os principais pontos de dor foram identificados, grande parte causados pela geral falta de trabalhadores, proveniente de uma mentalidade de retenção de custos, que acaba por comprometer a qualidade do serviço a longo prazo. Soluções foram apresentadas, assim como ideias de potencialização de envolvimento com os clientes, em conjunto com informações relativas à perceção dos consumidores, tudo combinado num intuitivo e informativo mapa da jornada do cliente. A principal limitação desta pesquisa está ligada à diferença do número de respostas obtidas relativas a alguns serviços disponibilizados na Auchan Gaia, como a compra na App, Drive e Quiq Shop e nos serviços pós-venda, o que pode ser explicado com o rácio de utilizadores ou com a tamanho do inquérito.
The present investigation aims to study and improve the relations of Auchan Gaia with its customers, through the conceptualization and understanding of its client’s customer journey, as well as eradication of pain points and possible engagement suggestions. To do so, a mixed methods research was utilized. For the conceptualization of the Customer Journey, a specific template was created to better address the needs of a retail business, and both qualitative and quantitative data collection and analysis methods were utilized. As this study was developed in a business context, the researcher’s participant observation (direct observation + information retrieved from conversations with operators and managers) and company’s data and reports greatly influenced the creation and focus of the survey (focus on critical store areas = pain points), administrated to Auchan Gaia clients only. From the 184 valid survey answers, again, aligned with the participant observation and the Auchan reports, enough information had been gathered to be able to construct the five customer journeys, one for each of the main Auchan Gaia client types. In the end, major pain points were identified in all types of services and areas, being most of them caused by the overall lack of staff, derivative from a cutting-back and a cost retention mentality that could be hurting the service quality in the long-term. Solutions were proposed, as well as possible engagement improvements, in addition to some more valuable “customer insight” information, all combined in an intuitive and informative customer journey map. The main limitation of this study is connected with the low response number to some of the services available in Auchan Gaia, like the App, Drive and Quiq Shop purchases, as well as post-sale services, which can be connected to the usage ratio but also due to the length of the survey

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Yen, Yu-cheng, and 顏玉珍. "Applying Customer Journey Map to Explore the Quality of MedicalServices in an Aging Society ----- The Case of S Local Hospital." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/qme747.

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碩士
國立高雄大學
亞太工商管理學系碩士班
102
The purpose of this thesis is to evaluate the case hospital’s service quality based on the perspective of the elderly patients. This study combined the methods of field observation, interview, and three qualitative methods, which are to identify the needs of the elderly patients from empathy map, then define customer segmentation from the persona, and improve medical service processes through customer journey map in the long run. Based on the result of interviews with patients, we found that most of the patients come to this case hospital because of their relatives and friends’ recommendation, followed by convenient location and good service attitude, which indicates that the service of case hospital is reliable. Via the customer journey map constructed by a series of qualitative analysis, this study provided three suggestions for the case hospital. First, in terms of process and environment, they should use color to mark routes to different sections of the hospital; the staffs should also actively help patients to find out the route. In addition, extra staffs in pharmacy are needed to be deployed in case of peak time. Second, in terms of hospital equipment, online registration system is adoptable to reduce patients’ waiting time. Wireless internet should also be provided while patients are waiting for their turn. It is also necessary to replace outdated equipments, such as stomach and lung checking machines. Electronic indication system should also be replaced so that the patients know the exact progress. There should be electronic connections between different examination departments. For the complicated chronicle patients, integrated health care is suggested. With the agreement of patients, hospital can use telephone and text messages to remind the patients of check-up or seeing reports. Third, in terms of human resource, volunteers are required at the front door to help the patients. Medical staffs’ communication skills need to be further improved.

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Madeline, Charlotte Marie Françoise. "How to improve the customer experience when buying cosmetics online?" Master's thesis, 2021. http://hdl.handle.net/10071/24196.

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The cosmetics industry is currently facing major challenges, especially with the emergence of new trends and the growing importance of online shopping. The consumer experience when buying cosmetics online is set to evolve in order to fill some of the gaps that this dissertation aims to address. Therefore, the purpose of this thesis is to improve the customer experience when buying cosmetics online by capturing the online customer journey and proposing solutions to enhance it. In order to achieve this objective, this essay firstly provides an overview of the current cosmetics market, an analysis of the key concepts related to customer experience and a study of previous research regarding customer journey maps. Following this, a qualitative research study involving twenty interviews enabled the collection of precious customer data which was then analyzed using the Critical Incident Method to define typical customer journeys. After the study of these typical consumer paths, customer journey maps were developed to visualize their pain points and opportunities for improvement. The results of this study suggest various enhancements along the customer journey such as developing websites' UX, providing accessible and qualitative visual content (videos, photos, etc.), implementing personalized diagnostics, limiting delivery fees, simplifying customer feedback emails and adapting loyalty programs to current consumer needs etc. Thus, the visual tools provided by the customer journey maps allowed us to suggest solutions adapted to each phase of the online cosmetics purchase journey. These suggestions for improvement are summarized in a final customer journey map that includes the different phases, the consumer's actions and associated touchpoints, as well as their state of mind throughout the journey. Finally, this research provides valuable insight for cosmetic brands wishing to improve their online sales performance over the long term by understanding their customers' behaviors, needs and expectations.
A indústria cosmética enfrenta atualmente grandes desafios, especialmente com o surgimento de novas tendências e a crescente importância das compras online. A experiência do consumidor na compra de cosméticos em linha deverá evoluir de modo a preencher algumas das lacunas que esta dissertação pretende colmatar. Portanto, o objetivo desta tese é melhorar a experiência do cliente na compra de cosméticos em linha, capturando a viagem do cliente em linha e propondo soluções para a melhorar. A fim de alcançar este objetivo, este ensaio fornece em primeiro lugar uma visão geral do mercado atual de cosméticos, uma análise dos conceitos-chave relacionados com a experiência do cliente e um estudo de pesquisas anteriores relativas a mapas de viagem do cliente. Em seguida, um estudo de investigação qualitativa envolvendo vinte entrevistas permitiu a recolha de dados preciosos dos clientes, que foram depois analisados utilizando o Método dos Incidentes Críticos para definir as viagens típicas dos clientes. Na sequência do estudo destes percursos típicos do consumidor, foram desenvolvidos mapas de viagem do cliente para visualizar os seus pontos de dor e oportunidades de melhoria. Os resultados deste estudo sugerem várias melhorias ao longo da viagem do cliente, tais como o desenvolvimento do UX dos websites, o fornecimento de conteúdos visuais acessíveis e qualitativos (vídeos, fotografias, etc.), a implementação de diagnósticos personalizados, a limitação das taxas de entrega, a simplificação de e-mails de feedback do cliente e a adaptação de programas de fidelização às necessidades actuais do consumidor, etc. Assim, as ferramentas visuais fornecidas pelos mapas de viagem do cliente permitiram-nos sugerir soluções adaptadas a cada fase da viagem de compra de cosméticos em linha. Estas sugestões de melhoria estão resumidas num mapa de viagem do cliente final que inclui as diferentes fases, as ações do consumidor e os pontos de contacto associados, bem como o seu estado de espírito ao longo de toda a viagem. Finalmente, esta pesquisa fornece uma visão valiosa para as marcas de cosméticos que desejam melhorar o seu desempenho de vendas on-line a longo prazo através da compreensão dos comportamentos, necessidades e expectativas dos seus clientes.

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Silva, José Pedro de Melo Diogo Sereijo, Inês Vinhas Alves, Nuno Martins, and Pedro Botelho Neves. "Consulting project for the marketing oil department of Galp Energia: methodology to map the customer journeys In Galp’S gas stations, in the Lisbon region, and guidelines to improve the services provided." Master's thesis, 2017. http://hdl.handle.net/10362/120192.

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Brites, Sofia Carreiro Amaral. "Ajuda de mãe: portfolio revision and transformation plan - financial overview." Master's thesis, 2021. http://hdl.handle.net/10362/123855.

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Barros, Alice, Ana Costa, and Francisco Apolonia. "Consulting project for the marketing oil department of Galp Energia: map the LPG bottled customer journeys regarding Home-delivery service nationwide and recommendations to improve the client’s experience." Master's thesis, 2018. http://hdl.handle.net/10362/38612.

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Santos, Tomás Almeida Campos Coelho e. "Design thinking e a experiência dos clientes : o caso da Novabase." Master's thesis, 2018. http://hdl.handle.net/10400.14/29498.

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Nas últimas décadas, o Design Thinking tem vindo a afirmar-se na área da gestão e estratégia como uma metodologia de desenho de novas experiências dos clientes, em contextos cada vez mais complexos do ponto de vista económico, social e tecnológico. Esta abordagem usa a sensibilidade e os métodos dos designers de forma a combinar as necessidades das pessoas com o que é tecnicamente viável e o que uma estratégia de negócios exequível pode converter em valor para o cliente e uma oportunidade de mercado. Simultaneamente deve ser feita uma análise rigorosa e avaliação dos recursos disponíveis, assim como das oportunidades que o negócio representa. Para dar resposta à questão de investigação — Como se pode aplicar o DT no desenho das experiências do cliente? — foi realizado um estudo de caso único com base na empresa tecnológica portuguesa Novabase, cuja cultura de inovação acredita que todas as pessoas têm a capacidade de provocar transformações, pensando criativamente. É conduzida uma análise à relação entre o DT e a experiência do cliente com recurso às ferramentas CJM e SB, com o intuito de compreender a desenvolvida por esta empresa — Do Tools — para mapear e compreender a experiência dos clientes finais. Com este estudo conclui-se que a formação nesta metodologia permite uma maior consciencialização para uma abordagem human-centred e incorporação na cultura da empresa. Além disso, para o desenho das experiências dos clientes, a empresa em estudo desenvolveu uma ferramenta única de suporte à implementação de DT, com a qual consegue perceber os processos e gerar soluções à medida de cada cliente.
In the past decades, Design Thinking has been asserting and affirming itself within the management and strategy field as a design methodology of new experiences for users, with increasingly more complex context from an economic, social and technological point of view. This approach uses the designer’s sensibility and methods in order to combine people’s necessities with what is technically viable and how a feasible business strategy can convert into value for the customer and a market opportunity. Simultaneously a rigorous analysis and an evaluation of the available resources should be made, as well as the opportunities the business represents. In order to provide an answer to the research question — How can DT be applied to the design of customer experiences? — a single case study was carried out based on the Portuguese technological company Novabase, whose culture of innovation believes that everyone has the capability of bringing about transformations by thinking in a creative manner. By analyzing the relation between DT and the customer experience using the CJM and SB tools, the aim is to understand the tool developed by the company — Do Tools — to map and grasp the user’s experience. This study concludes that the shaping in this methodology allows a greater awareness to a human-centred approach and incorporation in the company’s culture. Furthermore, in regards to the user experience design, the studied company developed a unique tool that supports DT implementation, which allows them to perceive and understand the processes and father solutions tailored to each client.

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Paiva, Leonor, Gonçalo Moreira, and Inês Martins. "Consulting project for the marketing oil department of Galp Energia: methodology to map the bunker customer journeys, in Portugal, guidelines to improve the services provided and recommendations to the new Galp’S bunkers website page." Master's thesis, 2019. http://hdl.handle.net/10362/69629.

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Phohlo, Tlali Abel. "Gendered consciousness as watershed of masculinity: men’s journeys with manhood in Lesotho." Thesis, 2011. http://hdl.handle.net/10500/4880.

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This study explores the operations of Sesotho masculinity: its dominant ideas and practices and their effects on Basotho women and men and this latter‟s resistance to a gender-ethical consciousness gaining momentum in Lesotho. It challenges a deep running belief among the Basotho that being born male necessarily means being born into a superior social position and status that is naturally and divinely sanctioned. It investigates how the dominant postcolonial discourse called sekoele (a return to the traditions of the ancestors) and the Christian churches‟ discourses of the “true”/“authentic” Christian life, framed by the classical biblical and confessional dogmatic traditions, actually support and sustain this belief and so reinforce the imbalance of power in favour of men in the order of gender relations in Lesotho. On the contrary, through the principles of the contextual theologies of liberating praxis, social construction theory, a narrative approach to therapy, gender-ethical consciousness and participatory approach, the study argues that masculinity and ways of being and thinking about men are socially constructed through historical and cultural processes and practices. It is in these processes and practices that Basotho men have been and continue to be advantaged and privileged over women. This study has challenged this situation by tracing the existence of alternative, more ethical ways of being and thinking about men in those historical and cultural processes and practices; ways which are more open to women and children and their wellbeing in the everyday life interactions. In this way, the study argues for a gender-ethical consciousness, which, in particular, invites Basotho men to engage in a reflection on their participation in a culture and practices which oppress the other, especially women and children. It invites Basotho men to accountability and responsibility. In this sense a gender-ethical consciousness is understood as watershed of masculinity in Lesotho. The participation of a group of Basotho men who offered to reflect on their relationship with the dominant masculinities, demonstrates how Basotho men are struggling to transform yet they fill us with the hope that change is possible.
Humanities Social Sciences and Theology
D. Th. (Practical Theology with specialisation in Pastoral Therapy)

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