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.

View at publisher


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.

Impact and interest:

1 citations in Scopus
Search Google Scholar™

Citation counts are sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

Full-text downloads:

200 since deposited on 07 Aug 2014
76 in the past twelve months

Full-text downloads displays the total number of times this work’s files (e.g., a PDF) have been downloaded from QUT ePrints as well as the number of downloads in the previous 365 days. The count includes downloads for all files if a work has more than one.

ID Code: 74823
Item Type: Conference Paper
Refereed: Yes
Additional URLs:
Keywords: Competitive advantage, social value, deep customer insights, customer-centric
ISBN: 978-1-904670-58-2
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: 09 Mar 2017 22:52

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page