Recent publications has raised awareness that companies need to focus on the customer’s end-to-end journey, and move away from “polishing” single touchpoints. The energy supplier Hafslund Strøm has adopted customer journey methodology for many years. Recently, they have found a new way to engage people across the company in discussing and analysing customer journeys.
The VISUAL case studies form the basis for assessing and developing the VISUAL language through practical application. This case study was hosted by DIPS ASA, the leading supplier of eHealth systems to Norwegian hospitals, with more than 80,000 daily users.
In 2015, DIPS was in the midst of re-developing the operation planning module in their system. Operation planning is a complex process that involves many actors: a patient, general practitioners, specialists, nurses, administrative personnel, and more. Critical and sensitive information is exchanged over time between the actors electronically through the DIPS system, but also face-to-face, and through letters and SMS.
VISUAL arranged a workshop during the Yggdrasil conference 14-15 April 2015, focusing on evaluation of the visual language. Yggdrasil is Norway’s most important conference on digital user experiences and service design. The conference is interdisciplinary and gathers designers, front end developers, and service/product responsible in private and public enterprises.
Workshop participants constructing a customer journey using mini whiteboards and magnets
Get to know the basics about the VISUAL notation and terminology.
We have made it easier to create diagrams. Download graphical elements or try our stencils.
Project owner:
Lasse Pedersen, Halogen
E-mail: lasse.pedersen <at> halogen.no
Funding:
The project is an innovation project supported by the Research Council of Norway.
VISUAL - a language for service design 