User, User: Who Art Thou?. WHO ARE USERS?. WHO ARE USERS?. WHO ARE USERS?. WHO ARE USERS?. What information to capture Who & what will you ask Where Observe Record. CONTEXTUAL INQUIRY.
‘ We need to find out what our customer and user actually want and expect...& how they think’
’A Customer journey map visually details the route customers take, & their touchpoints…
as customers interact with web sites, applications, products & services…
Courtesy Christopher Pucher – EhsanZamani CUAS, Villach Austria
.…create a positive user experience
Use of Customer Journey and Experience Maps helps deliver pleasing experiences …
allowing customers to achieve their goals.
Sandler, John ICELW 2012 Proceedings