A user is not just an end customer. We are talking about a user, he is a partner, a Senegal Email List , a supplier. It is a broad notion. We should not also say target. This term is not really appropriate. “A target is the thing we shoot at and we don’t want to kill our users. ”

Is there a difference between the user journey and the customer journey? C es concepts are distinguished in fact a customer journey is the process between users between a brand, product … as for the notion of user journey but rather an ergonomic term. For example sales funnels on a website.

The user journey is more the interface while the customer journey is the representation of the customer experience. The user should not be confused with the consumer. Because a customer is a user and a user can become a customer. In order for the user to become a customer, he must be given several chances. The user does not necessarily have to follow the imagined route. He will go out of the course on his own, that’s natural. We all experience it. It is also in the interest of working on the design of services.

Service design

Designers take precedence over engineers. Today, it is no longer products that we consume. These are services, experiences. Everything has become service. The methods that were originally used to manufacture or design products are obsolete.

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They are no longer sufficient. So today we are talking about service design . Take the example of the SNCF and its site. Today we no longer find a train on it but many services. You can find things to rent a car or a hotel room there. We no longer create a site but a digital experience.

A workshop like this one comes in four stages:

First the personae stage . The objective is to collect all the necessary information: the motivations for use, the expectations and needs, in short the preferences of your users. It is indeed a question of offering an experience adapted to your market and to existing offers.

Second, recognize the points of contact. That is to say, identify all the points of contact between the user and the company with the services we offer. They are very numerous. It goes through word of mouth, the website, social networks, POS … Third, chart the course. Know what it looks like, visualize its diagram. This makes it possible to find the blocking points and the rebound points. We can identify opportunities and weaknesses. And fourth, emotions. Determine the user’s emotion at each stage of the journey. It is necessary to analyze what the user can feel and this, during the whole course.

 

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