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- W2479467071 abstract "A primary method to understand the total customer experience and integrate it with the new product development (NPD) innovation process is experience mapping. The goal is to create an experience-based springboard for product design and innovation. Experience mapping is part of many design thinking toolboxes, and is directly linked to other methods in the design process such as personas, ideation, and stakeholder value exchange. This chapter discusses the three essential elements of experience mapping: understanding the total customer experience as inputs to the experience map; making the experience map; and utilizing the experience map as a springboard to developing innovative solutions. It describes how the experience map can be effectively utilized to envision and design innovative solutions for users. The chapter presents an example of a patient who requires physical therapy services to demonstrate how experience maps can be effectively utilized to add value and satisfy user needs." @default.
- W2479467071 created "2016-08-23" @default.
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- W2479467071 date "2015-10-07" @default.
- W2479467071 modified "2023-09-23" @default.
- W2479467071 title "Customer Experience Mapping: The Springboard to Innovative Solutions" @default.
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- W2479467071 doi "https://doi.org/10.1002/9781119154273.ch4" @default.
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