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Customer Journey Demo Canvas (Attention: Please create a new canvas for your actual work!) (Edit in Canvanizer 2.0...) |
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PRE-SERVICE PERIOD

SERVICE PERIOD

POST-SERVICE PERIOD
Advertisement/Public Relations ?    Insert

  1. How is the service proposition communicated by the service provider?
Marketing- Uni Career Center Edit  [x]

Empfehlungen
Social Media ?    Insert

  1. Which pre-service information can people access through social media?
Edit  [x]

Patient arrives- greeted by host

Social Media Edit  [x]

Posts und direct messaging auf Instagram, Linked In
Word-of-mouth ?    Insert

  1. What do friends, colleagues and family actually communicate about the service and/or service provider?
Worth of Mouth Edit  [x]

Empfehlungen, Affiliate Programme
Past Experiences ?    Insert

  1. Which experiences do people have with (similar) services and/or service providers?
Past experiences Edit  [x]

Competition
Service Journey ?    Insert

  1. Which touchpoints do customers experiences during the service journey?
Schedulling Edit  [x]

Patient calls
We call the patient

Edit  [x]

Registration - Front desk

Authorizations Edit  [x]
Exam perfomed Edit  [x]

Ultrasound
CT
Mammography
Bone density
Vein

Tech Greets patient Edit  [x]

takes patient to room

Exit Edit  [x]

Tech walks patient out

Reading Edit  [x]

Doctors reads exam
If necessary doctor calls the referring physician

Results Edit  [x]

Results are sent by fax
Saved into portal

sdfsd Edit  [x]

sadasdfas
Customer Relationship Management ?    Insert

  1. How do the service provider follow-up with customers?
Reviews Edit  [x]

Leaves happy and with positive attitude

Customer satisfaction Edit  [x]

Patient TalKs about PR with is her doctor

Edit  [x]

Reviews and comments on
Facebook
Instagram
Google
Social Media ?    Insert

  1. What do customers communicate about the service and/or service provider through social media?
Word-of-mouth ?    Insert

  1. What do customer tell their friends, colleagues and family about the service and/or service provider?
Edit  [x]

Comments with friends and family about excellent experience with PR
Expectations ?    Insert

  1. What are (potential) expectations towards the service and/or service provider?
Edit  [x]

Anxiety for diagnosis
Wait time
Unknown procedure
Experiences ?    Insert

  1. What are the individual experiences customers have with the service and/or service provider during the service period?
Edit  [x]

- Anxiety
- nervousness
- relieved feeling when good information is provided
- pleasure of finishing process
Satisfaction/Dissatisfaction ?    Insert

  1. Customers individual assess the service by comparing service expectations with their personal service experiences
Edit  [x]

Confidence
Satisfaction
Peace of mind
Brainstorming Space ?    Insert Brainstorm Mode

  1. What are you temporary Brainstorming notes?
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