How to create a realistic customer journey map

Rosenbaum, Mark S.; Otálora, Mauricio Losada; Ramírez, Germán Contreras

doi:10.1016/j.bushor.2016.09.010

Cited by 272 publications

(210 citation statements)

References 2 publications

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“…These interactions are crucial to creating superior customer experiences [28]. To depict the events through which customers may interact with a service organization, academics and practitioners use a strategic management tool called customer journey mapping (CJM) [29].…”

Section: Customer Experiences Enhanced With Technologymentioning

confidence: 99%

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Mapping Smart Mobility Technologies at Istanbul New Airport Using the Customer Journey

Dirsehan¹

2020

Smart Urban Development

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We are in an era in which urban populations exceed rural populations for the first time in history. Therefore, it is becoming more difficult to manage cities due to overcrowding. On the other hand, developing technology enables city administrations to benefit from citizens' data and serve them in smarter ways. A component of this management tool, smart mobility refers to beneficial technology that improves individuals' mobility. Technology is also an important tool for providing customer experiences in smart cities. This study is focused on Istanbul New Airport as a case for smart mobility in which various technologies are implemented to create memorable experiences for passengers. These experiences were mapped with a strategic management tool, customer journey mapping (CJM), which is increasingly popular with both academics and urban administration because it helps to identify customer touch points. Using this tool, passenger experiences are matched with technological applications, and some suggestions are provided based on customers' experiences.

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Section: Customer Experiences Enhanced With Technologymentioning

confidence: 99%

“…The format used by Rosenbaum et al was considered when creating the CJM [29]. On the CJM's horizontal axis, the customer touch points take place according to a process timeline.…”

Section: Customer Journey Mapping At Istanbul New Airportmentioning

confidence: 99%

Mapping Smart Mobility Technologies at Istanbul New Airport Using the Customer Journey

Dirsehan¹

2020

Smart Urban Development

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“…Journey Map. We utilized a journey map, an artifact that visualizes the entire process of a user's experience with a particular product or service [27], as a facilitator and stimulus for our interview study. During the interview session, we used a blank journey map representing the typical Uber drive to systematically investigate each stage of an Uber trip with the DHH driver participant.…”

Section: Data Collectionmentioning

confidence: 99%

Understanding and Designing for Deaf or Hard of Hearing Drivers on Uber

Lee

Hubert-Wallander

Stevens

et al. 2019

Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems

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We used content analysis of in-app driver survey responses, customer support tickets, and tweets, and face-to-face interviews of DHH Uber drivers to better understand the DHH driver experience. Here we describe challenges DHH drivers experience and how they address those difficulties via Uber's accessibility features and their own workarounds. We also identify and discuss design and product opportunities to improve the DHH driver experience on Uber. CCS CONCEPTS • Human-centered computing → Empirical studies in accessibility; Accessibility technologies;

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“…Determining the actual path is important for both scientists and business practitioners, however, misinterpretation of touch points can result in erroneous conviction of their effectiveness (Rosenbaum et al, 2017). Mapping is used in various markets and industries (Farah et al, 2019;Harris et al, 2018;Hu T.-I.…”

Section: Mapping E-customer Journey In Purchasing Decisionsmentioning

confidence: 99%

Managing Data in Digital Marketing

Szymkowiak¹

2019

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In Chapter 3, a discussion was undertaken about the merits of distinguishing data science as an area of science and the perception of data science due to the progress of computational possibilities. The historical outline of data science was discussed, along with a reference to the data-driven approach. An additional problem raised in this chapter relates to determining the role of the scientist in the process of knowledge discovery. Moreover, in the context of the development of the tooling and methodological apparatus based on analytical autonomous operation. Various areas of data science were characterized, and traditional and modern methods were compared in the process of knowledge discovery, also showing the relationship between individual elements based on the knowledge pyramid. In addition, areas of marketing where data mining

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How to create a realistic customer journey map

Cited by 272 publications

References 2 publications

Mapping Smart Mobility Technologies at Istanbul New Airport Using the Customer Journey

Mapping Smart Mobility Technologies at Istanbul New Airport Using the Customer Journey

Understanding and Designing for Deaf or Hard of Hearing Drivers on Uber

Managing Data in Digital Marketing

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