Case: MOS Burger

CJM for Hospitality Services

Amsterdam
How can we improve the service delivery by using customer journey mapping as a redesigning tool?

The main objective for DesignThinkers included training and coaching a team of marketing specialists and managers of MOS Burger. Providing facilitation for qualitative research in a co-creation setting and designing new innovative future customer journey scenarios. To underpin its focus on helping the Taiwanese service industry become more innovative.

QUALITATIVE RESEARCH, CJM DEVELOPMENT & SERVICE SCENARIOS
500+ PEOPLE REACHED
TAIWAN & JAPAN

Methodology

How can we improve the service delivery by using customer journey mapping as a redesigning tool? In the process of designing new and innovative services, the Customer Journey Mapping methodology builds a mirror and enables us to question

why organisations and customers do the things they do. The Customer Journey Map provides a new way for stakeholders to work together. Creating an immediate sense of ownership of the outcomes of the process.

MOS Burger Driven Innovation

Designing with Customer Journey Mapping for Hospitality Services Government of Taiwan. Commissioned by CDRI (Commerce Development Research Institute) – Research Think Tank of the Taiwanese Government, to underpin its focus on helping the Taiwanese service industry become more innovative. The main objective of the project included: training and coaching a Team of Marketing Specialists and managers of a chain of restaurants. Providing guidance for doing Qualitative Research and designing and visualising new innovative Customer Journey Scenarios.

Praise

Our clients love working with us because our approach is not cookie cutter or dogmatic. We invest in building a relationship with you, gaining an understanding of your

organization, your stakeholders and the broader context of the challenge. Then, together we design a customized approach for you.

DesignThinkers Academy