Exploring Aava Sky Village's Customer Journey : Customer Journey Mapping
Miikki, Milla (2025)
2025
All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202504298146
https://urn.fi/URN:NBN:fi:amk-202504298146
Tiivistelmä
This thesis focuses on creating a customer journey map for Aava Sky Village, an evolving company in the Lapland travel industry. By envisioning the customer journey, the company receives valuable information about their customers for future service design and development. It is also intended by this thesis to provide development ideas for the company.
The author gathered information on the topic and utilized a variety of sources, including books and international articles. In the literature review this thesis explains the usage and creation of a customer journey map. To support the idea of enhancing the customer experience, the theory of customer-oriented service design and customer behaviour in travelling were explored.
The work of this thesis is viewed as a case study, a qualitative research approach. To create the customer journey map for the company, research was conducted using qualitative research methods. The thesis findings were put into the customer journey map constructed from the research results.
Based on the final customer journey map, development recommendations were given to Aava Sky Village. These recommendations included improving social media visibility and collecting customer feedback.
The author gathered information on the topic and utilized a variety of sources, including books and international articles. In the literature review this thesis explains the usage and creation of a customer journey map. To support the idea of enhancing the customer experience, the theory of customer-oriented service design and customer behaviour in travelling were explored.
The work of this thesis is viewed as a case study, a qualitative research approach. To create the customer journey map for the company, research was conducted using qualitative research methods. The thesis findings were put into the customer journey map constructed from the research results.
Based on the final customer journey map, development recommendations were given to Aava Sky Village. These recommendations included improving social media visibility and collecting customer feedback.