Download - Ip forte 2 customer journey english
www.turkuamk.fi
Customer journey of the Nordic Walking
Eline Alsemgeest, Tom Croes, Nicola Jappinen, Andrius Kleiza,
Tess Macri
www.turkuamk.fi
Customer Journey
• We had the chance to combine sightseeing of Turku and the Nordic walking.
• The route was folowing the river banks, to the Turku Castle. After this we took the ferry to the other side. We saw the almost collapsed bridge which isn’t in use anymore. Via an other bridge we went back to the hostel after a 2 hour intensive nordic walk.
• There are different user groups. Most people are older than 40, it’s less attractive for the youth.
• We belong to the younger user group but we enjoyed the experience. For most of us it was the first time.
• We were thinking that this was the perfect chance to try it and we were looking forward to get instructions from a professional coach and having an english speaking guide.
www.turkuamk.fi
Customer Journey
What do I feel?
Wellcoming experience
Experience of friendliness
and personal attention
Approach experience
Usability+ / -
What scents do I smell?
What do I hear?
What do I see?
Reception, pleasant
experience
Accessibility,quick response
to needs
Expertise on answeringquestions
Friendly reception
Instructions,Info aboutThe route.
We were looking forward to it.
+
Inspired
+
Contact with the participants
Friendly discussion, personal guidance was available
Motivation, energy
+
www.turkuamk.fi
Customer Journey
What scents do I smell?
Experience of having your needs met
Exit experience
Convenience of the space
Usability+ / -
What do Ifeel?
What do I hear?
What do Isee?
Applicableoperational environment
to meet customer needs
Overallsatisfaction
Smoothness, pleasantness
Open space Urban and nature sounds
Just cut grass, grilled food
Having a workout +
Needs fully met
Satisfaction+
Pleasant goodbye
“Thank you” Stretching was a good conclusion