User Narratives in Experience Design for a B2B Customer Journey Mapping
| dc.contributor.author | Ludwig, Thomas | |
| dc.contributor.author | Wang, Xiaoyu | |
| dc.contributor.author | Kotthaus, Christoph | |
| dc.contributor.author | Harhues, Simon | |
| dc.contributor.author | Pipek, Volkmar | |
| dc.contributor.editor | Burghardt, Manuel | |
| dc.contributor.editor | Wimmer, Raphael | |
| dc.contributor.editor | Wolff, Christian | |
| dc.contributor.editor | Womser-Hacker, Christa | |
| dc.date.accessioned | 2017-08-09T21:05:06Z | |
| dc.date.available | 2017-08-09T21:05:06Z | |
| dc.date.issued | 2017 | |
| dc.description.abstract | Enterprises are increasingly starting to apply a user-centric perspective in their product and service development processes. This paper uses the concept of customer journey mapping (CJM) to visualize customers’ needs and perceptions throughout all of their relationships with an enterprise to improve development processes. Currently, CJM focuses more on business-to-consumer (B2C) relationships than on business-to-business (B2B) settings. In contrast, we here examine how to conceptualize a CJM template for B2B relationships by researching Bosch Packaging Technology – Business Unit Pharma, a large pharmaceutical packaging company. We employ user narratives from expert interviews, design workshops, and customer interviews/observations to visualize knowledge about customers in a CJM. | en |
| dc.identifier.doi | 10.18420/muc2017-mci-0108 | |
| dc.identifier.uri | https://dl.gi.de/handle/20.500.12116/3263 | |
| dc.language.iso | en | |
| dc.publisher | Gesellschaft für Informatik e.V. | |
| dc.relation.ispartof | Mensch und Computer 2017 - Tagungsband | |
| dc.relation.ispartofseries | Mensch und Computer | |
| dc.subject | Customer Journey Mapping | |
| dc.subject | User Experience Design | |
| dc.subject | User Narratives | |
| dc.subject | Narrative Inquiry | |
| dc.subject | Knowledge Externalization | |
| dc.subject | User-Central Perspective | |
| dc.title | User Narratives in Experience Design for a B2B Customer Journey Mapping | en |
| dc.type | Text/Conference Paper | |
| gi.citation.endPage | 202 | |
| gi.citation.publisherPlace | Regensburg | |
| gi.citation.startPage | 193 | |
| gi.conference.date | 10.-13. September 2017 | |
| gi.conference.location | Regensburg | |
| gi.conference.sessiontitle | Tools: Design und Evaluation | |
| gi.document.quality | digidoc |
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