Customer journey and experience canvas
Nusem, Erez, Defries, Aimee, Wrigley, Cara, & Matthews, Judy H. (2014) Customer journey and experience canvas. In Laakso,, Miko & Ekman, Kalevi (Eds.) 10th International NORD Design Conference, Design Society, Espoo, Finland, pp. 406-415.
A need to respond to changing legislative requirements, rising expectations from customers and shortages of suitably experienced staff are forcing non-profit organisations in the aged care sector to change. As new customer segments emerge and the existing aged care offering becomes less relevant, organisations must rethink the value they present to market, and adopt innovative strategies and approaches to care delivery in order to have a sustainable future. This paper presents a framework for unpacking a customer journey and experience, developed during a longitudinal study of a non-profit organisation redefining their core purpose and attempting to design a customer-centric business model.
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|Item Type:||Conference Paper|
|Keywords:||Competitive advantage, social value, deep customer insights, customer-centric|
|Subjects:||Australian and New Zealand Standard Research Classification > BUILT ENVIRONMENT AND DESIGN (120000) > DESIGN PRACTICE AND MANAGEMENT (120300) > Design Innovation (120302)|
|Divisions:||Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Design
Current > QUT Faculties and Divisions > Creative Industries Faculty
Current > Schools > School of Advertising, Marketing & Public Relations
Current > Schools > School of Management
|Copyright Owner:||Copyright 2014 [please consult the author]|
|Deposited On:||07 Aug 2014 22:38|
|Last Modified:||17 Aug 2016 23:20|
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