Print Email Facebook Twitter Creating an automation tool for customer journey experts at ING Title Creating an automation tool for customer journey experts at ING Author Kluiters, Thomas (TU Delft Electrical Engineering, Mathematics and Computer Science) Overweel, Leon (TU Delft Electrical Engineering, Mathematics and Computer Science) Vos, Daniël (TU Delft Electrical Engineering, Mathematics and Computer Science) Vos, Jelle (TU Delft Electrical Engineering, Mathematics and Computer Science) Contributor Zaidman, A.E. (mentor) Wang, H. (graduation committee) Visser, O.W. (graduation committee) Markslag, Han (graduation committee) Purmer, Kyra (graduation committee) Brand, Jesse (graduation committee) Degree granting institution Delft University of Technology Project Customer Journey Tool Mapp Date 2018-07-04 Abstract ING wants to offer their customers the best experience possible. To achieve this goal, ING’s Customer Journey Experts (CJEs) constantly map and analyze the way customers use ING services in a Customer Journey Map. These maps however, are hard to share and collaborate on. ING needs an online tool in which they can, together with multiple people, build and maintain Customer Journey Maps. During our research phase we visited many different squads and found out that no single solution fits all needs. That is why we made our tool as customizable as possible with features such as: colors, text decorations, highlighting and templates. We worked in bi-weekly sprints for which we selected work from a top 50 issues board that we ordered by importance and difficulty. The final product, Mapp , allows CJEs to define, share and collaborate on customer journeys. CJEs can illustrate their customer’s steps using text, images, emotions, checkboxes andtimelines. TosharetheirworktheycanexportasPDFandprintinanysize. Andfinallytocollaborate they can simply share their journey’s URL. The product was user validated during a large midterm and endterm test, as well as during short weekly tests. All of the chapter leads we talked to were super excited and are soon marketing the product in their teams! Subject PolymerJavaHibernatePostgresAgileSoftwareCollaborationRealtime To reference this document use: http://resolver.tudelft.nl/uuid:e9bdfac5-0c2f-4c85-b9ec-403c88cac696 Part of collection Student theses Document type bachelor thesis Rights © 2018 Thomas Kluiters, Leon Overweel, Daniël Vos, Jelle Vos Files PDF TI3806_ING_Bachelor_Project.pdf 5.17 MB Close viewer /islandora/object/uuid:e9bdfac5-0c2f-4c85-b9ec-403c88cac696/datastream/OBJ/view