Customer Journey Mapping in literature Sample Clauses

Customer Journey Mapping in literature. According to Xxxxxxx & Xxxxx, (2018), there is no established coherent approach for CJM. Attempts to align approaches have been made to create a consistent method to compare maps on a scientifically sound basis (Hong, Han, Chun, & Xxxx, 2016). It was scoped if it was possible to adjust the method of Xxxx, Xxx, Xxxx, & Xxxx, (2016) to the context of mobility. Their method did not fit the aim and capabilities within DIGNITY, and their method proved to be beyond the scope of the small-scale approach intended in this research. The inclusive Design Toolkit of the University of Cambridge (w. d.) does contain a step “Describe User Journey”. This method can be used for a step-by-step observation and description of the interaction between a user and a product. This was more in line with the aims of this study but did not yet include the mobility aspect.
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Customer Journey Mapping in literature. ‌ According to Xxxxxxx & Xxxxx, (2018) there is no established coherent approach for CJM. Attempts to align approaches have been made to create a consistent method to be able to compare maps on a scientifically sounds basis (Hong, Han, Chun, & Xxxx, 2016). It was scoped if it was possible to adjust the method of Xxxx, Xxx, Xxxx, & Xxxx, (2016) to the context of mobility. Their method, as often in attempts to align, did not fit the aim and capabilities within DIGNITY and their method proofed to be beyond the scope of the small-scale approach intended in this research. Therefore, the method described in this manual is an adjusted interpretation of the more traditional conceptual theory for Customer Journey Mapping as described by Xxxxxxxxx, Xxxxxxx, & Xxxxxxx, (2017). When Mapping a Customer Journey, the map itself consists of two axes. The horizontal axis indicates the activities, events, and interactions that occur in time (Xxxxxxx & Xxxxxxxx, 2012). These moments are referred to as activities. Xxxxxxxxx, Xxxxxxx, & Xxxxxxx (2017) describe these activities as moments where the user is made to think of or makes preparations related to the service, moments during the utilization of the service, and moments after utilizing the service. Examples of these activities in the context of mobility would be: going to a bus stop, finding out which bus to take, check-in or buy a ticket, find a seat in the bus, keep an eye out for the bus stop, check out and get out of the bus. These touchpoints are then combined with the ‘vertical information axis’ that contains the experience and feeling of a user/ customer/ target group during the activity (Xxxxxxx & Xxxxxxxx, 2012). When combining the touchpoints in time on the horizon axis with the feels and experiences on the vertical axis, a graph like in Figure 1 can be made to see what kind of activities someone undertakes for their journey and how this affects their feelings and emotions along the way. More explanation on touchpoints, especially in the context of this approach, can be found in chapter 5.

Related to Customer Journey Mapping in literature

  • Proposed Policies and Procedures Regarding New Online Content and Functionality By October 31, 2017, the School will submit to OCR for its review and approval proposed policies and procedures (“the Plan for New Content”) to ensure that all new, newly-added, or modified online content and functionality will be accessible to people with disabilities as measured by conformance to the Benchmarks for Measuring Accessibility set forth above, except where doing so would impose a fundamental alteration or undue burden. a) When fundamental alteration or undue burden defenses apply, the Plan for New Content will require the School to provide equally effective alternative access. The Plan for New Content will require the School, in providing equally effective alternate access, to take any actions that do not result in a fundamental alteration or undue financial and administrative burdens, but nevertheless ensure that, to the maximum extent possible, individuals with disabilities receive the same benefits or services as their nondisabled peers. To provide equally effective alternate access, alternates are not required to produce the identical result or level of achievement for persons with and without disabilities, but must afford persons with disabilities equal opportunity to obtain the same result, to gain the same benefit, or to reach the same level of achievement, in the most integrated setting appropriate to the person’s needs. b) The Plan for New Content must include sufficient quality assurance procedures, backed by adequate personnel and financial resources, for full implementation. This provision also applies to the School’s online content and functionality developed by, maintained by, or offered through a third-party vendor or by using open sources. c) Within thirty (30) days of receiving OCR’s approval of the Plan for New Content, the School will officially adopt, and fully implement the amended policies and procedures.

  • Catalog Information about Hawthorn University is published in a school catalog that contains a description of certain policies, procedures, and other information about the school. Hawthorn University reserves the right to change any provision of the catalog at any time. Notice of changes will be communicated in a revised catalog, an addendum or supplement to the catalog, or other written format. Students are expected to read and be familiar with the information contained in the school catalog, in any revisions, supplements and addenda to the catalog, and with all school policies. By enrolling in Hawthorn University, the student agrees to abide by the terms stated in the catalog and all school policies.

  • Mail Order Catalog Warnings In the event that, the Settling Entity prints new catalogs and sells units of the Products via mail order through such catalogs to California consumers or through its customers, the Settling Entity shall provide a warning for each unit of such Product both on the label in accordance with subsection 2.4 above, and in the catalog in a manner that clearly associates the warning with the specific Product being purchased. Any warning provided in a mail order catalog shall be in the same type size or larger than other consumer information conveyed for such Product within the catalog and shall be located on the same display page of the item. The catalog warning may use the Short-Form Warning content described in subsection 2.3(b) if the language provided on the Product label also uses the Short-Form Warning.

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  • Billing Information 6.1 NLT and the RL shall provide each other with information within their possession that is necessary to allow them to provide accurate and timely billing to each other and to any other relevant third parties.

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  • WASHINGTON’S ELECTRONIC BUSINESS SOLUTION (WEBS). Contractor represents and warrants that it is registered in Washington’s Electronic Business Solution (WEBS), Washington’s contract registration system and that, all of its information therein is current and accurate and that throughout the term of this Master Contract, Contractor shall maintain an accurate profile in WEBS.

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  • BILLING ERRORS In case of errors or questions about electronic fund transfers from your share and share draft accounts or if you need more information about a transfer on the statement or receipt, telephone us at the following number or send us a written notice to the following address as soon as you can. We must hear from you no later than 60 days after we sent the FIRST statement on which the problem appears. Call us at:

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