How to design a customer journey that tastes good? (1st session)

A good customer experience does not happen by chance. As with a wonderfully tasty dish, both the whole and every single ingredient matter. For example: what is the first impression, where does anticipation arise, what leaves a bad taste in the mouth, and what makes the customer come back?

In this practical service design workshop we look at the customer journey through the customer’s eyes and explore which elements shape an experience that truly suits, pleases and creates value for the person.

Led by Deily Merirand, project manager of the design thinking lab at Tartu University Pärnu College. A graduate in tourism and hotel management, Deily believes that mapping the customer journey helps every company discover hidden pain points, raise satisfaction and build long-term trust in the brand. Her knowledge rests on both practice and theory.

The workshop introduces the applied higher education programme “Tourism and Hotel Management” at Tartu University Pärnu College.