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Customer Experience Canvas
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The Customer Experience Canvas is a tool for understanding and improving customer experiences. It requires that you thing of the services you provide in steps and consider the peaks and troughs along the journey.
Wie funktioniert diese Methode?
The three levels of the pyramid range from useful, to easy, to enjoyable:
- Useful: The lowest level, the base, focuses on the basic needs of customers. These needs include product quality, reliability, ease of use, and other functional aspects that customers expect from a product or service. It is important that companies meet these functional needs in order to build trust and credibility with their customers.
- Easy: The second level is the level, which focuses on a simple and smooth application. Less is often more here. Remove all unnecessary steps in the customer journey and make this as simple as possible.
- Enjoyable: The third level of the pyramid is the emotional level. This level deals with the feelings and emotions that customers associate with a product or service. Companies can improve the emotional level of the customer experience by creating positive experiences that resonate with customers on a personal level.
Schritt-für-Schritt Anleitung
Think about their current journey. Indicate how they might experience different key moments (positive, negative or neutral).
We like to follow the 5 E's of Experience Design to consider:
- Excitement: How do your customers first become aware of your service? What's the first experience (before the interaction)?
- Entry: How does your service really begin? What's the first interaction?
- Engagement: What actually happens during your service?
- Exit: How does your service actually end? Do you provide a thoughtful and seamless conclusion?
- Extension: How does your service extend beyond its initial interaction, such as offering follow-up resources?
Think about improvements, i.e. what will be useful to them, what will be easy and what will be enjoyable.
Also think 3-5 years in the future. How can you increase those curves? Be creative!
For this you can think about the three levels: from useful, to easy, to enjoyable:
- Useful: The lowest level, the base, focuses on the basic needs of customers. These needs include product quality, reliability, ease of use, and other functional aspects that customers expect from a product or service. It is important that companies meet these functional needs in order to build trust and credibility with their customers.
- Easy: The second level is the level, which focuses on a simple and smooth application. Less is often more here. Remove all unnecessary steps in the customer journey and make this as simple as possible.
- Enjoyable: The third level of the pyramid is the emotional level. This level deals with the feelings and emotions that customers associate with a product or service. Companies can improve the emotional level of the customer experience by creating positive experiences that resonate with customers on a personal level.
The application leads to the following outcomes: Evaluate and reflect on their own strategies for improving the customer experience and create more meaningful and impactful experiences for customers that lead to increased customer loyalty, advocacy and growth
Methoden Canvas
Nutze das Canvas PDF Dokument
in Miro
or
pdf file
