University of Southern California Design a Customer Journey Map Worksheet
Question Description
I’m working on a Business question and need guidance to help me understand better.
Using the resort property your group selected for the final project, design the pre-arrival and arrival processes to your property.
Reminder: Every assignment attached to the final project will have the name of the resort in the page header or footer.
The Customer Journey map is like a blueprint but is from the customer’s perspective. This Journey map will not include back of house processes. Your Journey map will include at least the following swim lanes:
- Phases
- Customer Activities
- Emotional Experience
- Possible Pain Points
- Touchpoint Digital
- Touchpoint Physical
Use Custellence or save your work in a PDF document. (custellence.com (Links to an external site.))
Writing, spelling, and grammar matter; proofread your work before you post. Up to 10%-point reduction for writing errors.
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