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User Narratives in Experience Design for a B2B Customer Journey Mapping

dc.contributor.authorLudwig, Thomas
dc.contributor.authorWang, Xiaoyu
dc.contributor.authorKotthaus, Christoph
dc.contributor.authorHarhues, Simon
dc.contributor.authorPipek, Volkmar
dc.contributor.editorBurghardt, Manuel
dc.contributor.editorWimmer, Raphael
dc.contributor.editorWolff, Christian
dc.contributor.editorWomser-Hacker, Christa
dc.date.accessioned2017-08-09T21:05:06Z
dc.date.available2017-08-09T21:05:06Z
dc.date.issued2017
dc.description.abstractEnterprises 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.doi10.18420/muc2017-mci-0108
dc.identifier.urihttps://dl.gi.de/handle/20.500.12116/3263
dc.language.isoen
dc.publisherGesellschaft für Informatik e.V.
dc.relation.ispartofMensch und Computer 2017 - Tagungsband
dc.relation.ispartofseriesMensch und Computer
dc.subjectCustomer Journey Mapping
dc.subjectUser Experience Design
dc.subjectUser Narratives
dc.subjectNarrative Inquiry
dc.subjectKnowledge Externalization
dc.subjectUser-Central Perspective
dc.titleUser Narratives in Experience Design for a B2B Customer Journey Mappingen
dc.typeText/Conference Paper
gi.citation.endPage202
gi.citation.publisherPlaceRegensburg
gi.citation.startPage193
gi.conference.date10.-13. September 2017
gi.conference.locationRegensburg
gi.conference.sessiontitleTools: Design und Evaluation
gi.document.qualitydigidoc

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