Week 2: Creating the Customer Journey

For the design document, my task was to create the customer journey according to the Delft Design Guide. The text in the Delft Design Guide was quite vague and did not really explain how to set up the customer journey properly and which dimensions to use. Therefore, I did my own research and found this customer journey example on the Internet:

https://medium.com/@ColumbiaRoadCom/why-and-how-to-create-a-customer-journey-map-download-free-template-b832a614cbe0

I only chose the categories that I found suitable for our installation. We do not really pursue any business goals or KPIs, so I left them out. Also, the Delft Design Guide article said that we should not use touchpoints. I kept the experience simple, inspired by the colours of a traffic light, but I might make it look nicer later.

And this is the customer journey I created:

I still see a few open points, especially when it comes to attracting people who pass by. We have not discussed this point in the team yet, but I will bring it up when we meet tomorrow and discuss the results of the parts of the design document. This is indeed an aspect we haven't thought of!