myServicefellow is an innovative application for mobile phones, enabling users to define touchpoints during their service journeys and easily assess and document these using text notes, photos, videos and voice memos on their phone.
Besides an overall assessment of each touchpoint (from -5 to +5), the attached document to each touchpoint can be marked as positive [...]
Tags: Ethnographic research, interviewing, observing, Persona, service journey mapping, shadowing
Personas represent a certain group of individuals (mostly customers or staff) by illustrating fictional or real-life persons.
These are described in detail, providing a variety of background information and are illustrated with photos or sketches.
Like a stereotype, Personas comprise not only demographic characteristics of a specific social group, but furthermore their needs, values, lifestyle, culture and [...]
Tags: Ethnographic research, Persona, Personas
Just as a journey follows certain milestones, a service consists out of a sequence of touchpoints between the customer, the service provider and its related environment. The customer journey illustrates this process as a consecutive sequence of touchpoints, following a story and composed of different scenes like a movie. The journey starts before the actual [...]
Tags: customer journey, sequence, service journey, touchpoint
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