Customer journey and experience canvas
Contribuinte(s) |
Laakso,, Miko Ekman, Kalevi |
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Data(s) |
27/08/2014
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Resumo |
A need to respond to changing legislative requirements, rising expectations from customers and shortages of suitably experienced staff are forcing non-profit organisations in the aged care sector to change. As new customer segments emerge and the existing aged care offering becomes less relevant, organisations must rethink the value they present to market, and adopt innovative strategies and approaches to care delivery in order to have a sustainable future. This paper presents a framework for unpacking a customer journey and experience, developed during a longitudinal study of a non-profit organisation redefining their core purpose and attempting to design a customer-centric business model. |
Formato |
application/pdf |
Identificador | |
Publicador |
Design Society |
Relação |
http://eprints.qut.edu.au/74823/1/E_Nusem_NordDesign_21072014.pdf https://www.designsociety.org/publication/36194/customer_journey_and_experience_canvas Nusem, Erez, Defries, Aimee, Wrigley, Cara, & Matthews, Judy H. (2014) Customer journey and experience canvas. In Laakso,, Miko & Ekman, Kalevi (Eds.) 10th International NORD Design Conference, Design Society, Espoo, Finland, pp. 406-415. |
Direitos |
Copyright 2014 [please consult the author] |
Fonte |
QUT Business School; School of Design; Creative Industries Faculty; School of Advertising, Marketing & Public Relations; School of Management |
Palavras-Chave | #120302 Design Innovation #Competitive advantage #social value #deep customer insights #customer-centric |
Tipo |
Conference Paper |