Back in October 2011, I have been asked to produce a report on the seminar ‘Understand, measure & promote service innovation in Luxembourg’ took place on October 5th 2011, at the Public Research Center Henry Tudor in Luxembourg following an initiative of Serge Allegrezza.
In September 2011 I had the pleasure to be invited by my good friend and augmented citizen Dan Romescu (@dromescu), a world-travelling mobile tech guru, to the Eastern-European Mobile Monday summit in Bucharest, Romania.
The event, which gathered several hundred highly talented mobile developers and small companies mainly from Eastern Europe was sponsored bya series of device manufacturers, Telco operators & other mobile services companies. (They know why they do that….they need the developer’s talents to create content for monetizing their networks & devices..)
Customer journey maps are considered as a central tool in service design: Diagrams that illustrate the steps customers go through in engaging with a company or public service, whether it be a product, an online experience, retail experience, or a service, or any combination.
Customer’s typically follow a similar mental and formal process when engaging with a company. A typical framework is:
Awareness -> Research -> Engaging -> Buying -> Delivery -> Use -> Support -> Sharing