Preparation and introduction Sample Clauses

Preparation and introduction. ‌ When executing the customer journey, it is foremost important to be on time. It would be wrong to give a bad impression before the journey even started. Some participants might be a bit nervous. This is understandable since they have to do a task that they might find difficult with someone they might yet don’t know that well. Therefore, it is important to make the participant feel comfortable and trusting to get good, real results. Introduce yourself and ask them to do the same. If you feel that they are still nervous and some more chit chatting would help, do so before you start the interview. After introducing yourselves, talk through with the participant what the goal was of the customer journey. Check if they have been informed correctly and know what the process will be. If this is not the case explain them that the goal of the customer journey mapping is. That there are no wrong answers and that we would like them to react intuitive when it is about feelings. Explain that for the customer journey we will process the interview anonymous and that we will never publish their name. Add that we would like to record the interview and ask in case of a video call or face to face meeting if we can use some screenshots or photo’s in later communication about the research. Explain that you will only use this data within the project to promote the results and that after five years, after the end of the project, all the personal data will be deleted. Ask them if the goal, process, and the collection of information is clear and if they still want to participate. If so, ask them to sign the consent form. You might have done that in advanced via e-mail or mail. An example of this consent form can be found in attachment 4. If they are not comfortable with continuing the customer journey you can ask them if there is anything, they want you to explain clearer that might take away their hesitation to participate. If they still do not want to participate, always stay friendly, express your understanding, pay for the drinks if needed and say your goodbyes. Don’t worry, this will most likely never happen if they are informed correctly prior to this meeting.
Sample 1
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