- Book Chapter
7
- 10.1007/978-3-319-91244-8_47
Experience Maps for Mobility
- Jan 01, 2018
- Tobias Wienken + 1 more +1
Intermodal mobility services are enabled by the complex orchestrations of different service providers and resources. Looking at users, service providers aim to offer users a great holistic experience across the entire journey. For designing the holistic mobility experience, methods and tools must be provided that address the emerging challenges. This article examines the method experience map to apply it to the field of mobility. The goal is to create assistance for the design activities: Understanding existing experience, exploring service ideas and communicating service concepts. Based on a best practice analysis, the article investigates the structure of currently used experience maps. Building on these results, a two-stage expert study is conducted in order to provide a framework for the creation and analysis of a mobility experience map. Finally, the article discusses the implications for the analysis of the holistic experience using the mobility experience map.
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