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.

Explore, design and visualize new innovative Customer Journey Maps and Service Scenarios for improving the ‘in-store’ Customer Experience.


CDRI helps improve and promote value-added services that create employment opportunities, improve quality of life, and act as an engine for economic growth.

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 visualizing new innovative Customer Journey Scenarios. Facilitating the co-creation process with internal stakeholders and customers during building and implementation of the new Service Scenarios.
To read the full publication please follow this link




Customer Journey Mapping