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ICED 11
Papers

Customer Journey and Experience Canvas

Customer Journey and Experience Canvas

Year: 2014

Section: Users in design and development

Editor: Miko Laakso, Kalevi Ekman

Author: Erez Nusem, Aimee Defries, Cara Wrigley, Judy Matthews

Series: NordDESIGN

Institution: Queensland University of Technology, Australia

Section: Users in design and development

Pages: 406-415

ISBN: 978-1-904670-58-2

Abstract

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.

Keywords: Competitive advantage, social value, deep customer insights, customer-centric

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ds conferenceNordDesign 2014 at Aalto University Design Factory Espoo, Finland August 27th – 29th 2014

In the area of innovation, design and product development we quite often seem to know that something works in practice, but might lack understanding on the theoretical foundations. Many of the topical issues related to design, development, and innovation that seem to be regarded as “common knowledge” within the industry, are insufficiently founded from the theoretical perspective. On the other hand, results of academic research are often insufficiently disseminated to the industry. We are calling...

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Special Interest Group (SIG)NordDesign

Enhancing a Nordic approach to product development in industry, education and research...

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Keywords
Design 2010