A customer journey mapping framework with mobile application
Abstract/Contents
- Abstract
- Customer journey mapping (CJM) is a product and service design tool that is widely used by both researchers and practitioners. It tracks the customer and user interactions with products and services during their experiences and maps out significant changes in their experiences. While CJM possesses the advantages of studying customer experiences from their perspectives, it also suffers from limitations such as small sample sizes and biases. This thesis introduces a framework for performing CJM with mobile applications (mobile apps) and analyzing the data collected from the app. The framework was tested on the errand experiences of students and its findings were compared with those of a parallel study using traditional CJM approaches to demonstrate its effectiveness in performing CJM. The results showed that although existing methods are more suitable for small-scale data collection and identifying apparent user interactions, our proposed approach can better target diverse experiences and reveal latent needs. Overall, mobile applications have the potential to improve CJM and provide valuable insights into customer experiences.
Description
| Type of resource | text |
|---|---|
| Form | electronic resource; remote; computer; online resource |
| Extent | 1 online resource. |
| Place | California |
| Place | [Stanford, California] |
| Publisher | [Stanford University] |
| Copyright date | 2023; ©2023 |
| Publication date | 2023; 2023 |
| Issuance | monographic |
| Language | English |
Creators/Contributors
| Author | Ding, Yiqing |
|---|---|
| Degree supervisor | Okamura, Allison |
| Thesis advisor | Okamura, Allison |
| Thesis advisor | Bernstein, Michael S, 1984- |
| Thesis advisor | Lattin, James M |
| Thesis advisor | MacDonald, Erin |
| Degree committee member | Bernstein, Michael S, 1984- |
| Degree committee member | Lattin, James M |
| Degree committee member | MacDonald, Erin |
| Associated with | Stanford University, School of Engineering |
| Associated with | Stanford University, Department of Mechanical Engineering |
Subjects
| Genre | Theses |
|---|---|
| Genre | Text |
Bibliographic information
| Statement of responsibility | Yiqing Ding. |
|---|---|
| Note | Submitted to the Department of Mechanical Engineering. |
| Thesis | Thesis Ph.D. Stanford University 2023. |
| Location | https://purl.stanford.edu/wr083xc7599 |
Access conditions
- Copyright
- © 2023 by Yiqing Ding
- License
- This work is licensed under a Creative Commons Attribution Non Commercial 3.0 Unported license (CC BY-NC).
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