Customer Journey Map Barcelona Sample Clauses

Customer Journey Map Barcelona. Graph 4 Costumer Journey Map Barcelona (n=10) If anything, the CJM of Barcelona, based on the experiences of the ten participants, shows that travel experiences can vary tremendously from individual to individual. This is something that also strongly came forth in the interview results of 5.3. Unfortunately, not all participants gave a definitive score when asked, meaning that some of the data in Graph 4 is missing. Although the CJM of the ten participants is highly different, some of the subjects do show noteworthy results. Finding travel information is scored with a wide variance by the participants. Where for some it is no problem whatsoever, for others it is a very big limitation. What is noteworthy for research purposes is that their answers do not correspond with the survey scores to the answer “By using a computer, how confident are you that you can successfully plan an unfamiliar, local public transport journey?”. BP3, for example, gave her confidence level a nine in the survey but found it difficult (5) to find information relating to her journey. This shows the importance of phrasing questions. From the six participants who scored ‘personal preparation before a trip’, there is one who stands out amongst the rest. BP5, the oldest of the participants who also happens to be illiterate, scores this question with a decisive ‘1’. Her worry is that she will miss the bus in which case her husband will have to wait for her. “I have the feeling of stress at the time of departure because I have to get the bus. If I miss that one, I already have to wait 15 or 20 minutes, and I have my husband waiting.” (BP5, Ap194). The combination of personal circumstances and her illiteracy – and therefore lack of information – leads to a worry about missing the bus. This worry is also the argument behind the next lowest score for this question that PB4 gave. Regarding the first mile of the journey, polarisation between the participants is shown. PB4, PB7, and PB10 have no issue with the first mile saying that “The journey is very comfortable and safe” (BP10, Ap227). BP7 also happens to be one of the participants who travel to work by car. At the other end of the spectrum, participants PB2, PB3, and PB5 do not at all feel comfortable during the first mile. For PB2, this is due to the environment through which she has to walk to get to the bus stop: “I have to walk through a wasteland at that time of the night, and you don’t know who you might meet.” (BP2, Ap175). For PB5, ...
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