Customer Journey Map Flanders. Unfortunately, hardly any scores were asked during the interviews. That makes it impossible to make the Customer Journey Map. Fortunately, the interviews give a good impression of their experience, and this is very positive. - The participants are relatively old, with an average age of 67,9. Their main reason to travel is to visit family and especially grandchildren. - They got to know about the dial-a-bus, via friends and family or promotions in the bus stops or at the market. None mentioned the internet. - Most respondents feel comfortable making a journey to a destination they already know. Like anyone, they find rain annoying, but it does not stop them from making the trip in most cases. - Travelling to a new location certainly is more challenging for the participants than travelling to a known location. Even though many (5/7) respondents said they felt very confident in their ability to go to a new location (+7), only one respondent said he would not have any problem with it. Another would need to invest a lot of time. The others are not able to travel independently to a new location without help from relatives. - Also, in this group, you see a difference in the people who find the information themselves or rely on others to do it for them. All the respondents who do it digitally do it themselves and feel an increased sense of agency. They do not need any help and find the correct information. The second group, the people who do it themselves but not digitally, need the signs at the bus stops and often help from a clerk. The last group is completely help-dependent and relay on partners or family members. This is also the group that rarely goes to a new location. Their answers indicate that this is mostly by habit instead of limitation. The question remains however, where the one ends and the other begins. - All participants had a positive experience the first time they called, some were a bit nervous, but all were positive and helped very well. They like the opening hours of the service and the availability of buses. Sometimes they had to wait long but not excessive. One participant wished the availability of buses on a shorter notice would be higher, but most are well satisfied. - They like the service so much that the participants who can book it online prefer to call for a bus because it is much easier for them and faster than booking the trip themselves. - When they booked a trip, the ones that use email, like the email confirmation, someone indic...
