User as Customer: Touchpoints and Journey Map

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

4 Scopus citations

Abstract

Customer eXperience (CX) is a concept traditionally related to marketing and Service Sciences. Lately there is an increasing interest on CX from the Human-Computer Interaction (HCI) community. CX extends the User eXperience (UX) concept: it examines the whole customer journey and experiences with several systems, products or services that a company offers, instead of focusing in a single one. CX is one of the most important factors when it comes to maintaining a competitive advantage. The paper examines a specific case study, when a user wants to buy a ticket through a virtual travel agency. We identify the phases of the lifecycle of the consumer’s journey, the existing points of contact between customer and company through systems, products, services (touchpoints), and the emotions that could predominate in each of the stages.

Original languageEnglish
Title of host publicationHuman Systems Engineering and Design - Proceedings of the 1st International Conference on Human Systems Engineering and Design IHSED2018
Subtitle of host publicationFuture Trends and Applications
EditorsTareq Ahram, Redha Taiar, Waldemar Karwowski
PublisherSpringer Verlag
Pages117-122
Number of pages6
ISBN (Print)9783030020521
DOIs
StatePublished - 1 Jan 2019
Event1st International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2018 - Reims, France
Duration: 25 Oct 201827 Oct 2018

Publication series

NameAdvances in Intelligent Systems and Computing
Volume876
ISSN (Print)2194-5357

Conference

Conference1st International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2018
Country/TerritoryFrance
CityReims
Period25/10/1827/10/18

Keywords

  • Customer Experience (CX)
  • Customer Journey Map
  • Customer lifecycle
  • Touchpoints

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