Abstract
A focus on the user experience and user-centric perspective are considered to be essential in today’s product and service development processes. Technological advancements during the last two decades have made user studies based on digital, mobile self-reporting possible. The goal of this study is to report on our experiences using a mobile self-reporting tool called Qualiwall for the customer journey mapping of an experience-centric service. The results indicate that the Qualiwall tool is especially suitable for mapping the customer experiences because it enables the collection of rich, real-time and in-situ data; however, it also possesses certain disadvantages. To arrive at more general conclusions, future research will focus on piloting the Qualiwall tool in other service-related user research situations as well.
This research was supported by the Academy of Finland CoE-LaSR, the Centre of Excellence in Laser Scanning Research (project number 272195), the Finnish Funding Agency for Innovation, the EUE program (project number 2141226) and the UNME program (project number 21138913).
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Kojo, I., Heiskala, M., Virtanen, JP. (2014). Customer Journey Mapping of an Experience-Centric Service by Mobile Self-reporting: Testing the Qualiwall Tool. In: Marcus, A. (eds) Design, User Experience, and Usability. Theories, Methods, and Tools for Designing the User Experience. DUXU 2014. Lecture Notes in Computer Science, vol 8517. Springer, Cham. https://doi.org/10.1007/978-3-319-07668-3_26
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