Co-creating a customer journey with non-marketing experts

Abstract

The purpose of this article is to describe the process of creating a customer journey for the underground labs involved in EUL project. The research question was: How to create a customer journey with non-marketing experts in an online setting? The approach was service design, which offered an approriate mindset, a process, a toolset and a cross-disciplinary language for this purpose. The keystones for co-creating the customer journey with non-marketing experts were careful planning of the workshops, a clear focus and aims of the workshops, the use of activating tools, an open atmosphere and goal-oriented facilitation.