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