How to Design a Customer Journey That Tastes Good (1st Session)

A good customer experience doesn’t happen by chance. Just as with a wonderfully tasty dish, both the whole and each individual ingredient matter. For example: what the first impression is, where anticipation builds, what leaves a bad taste, and what makes a customer come back. In this practical service design workshop, we’ll look at the customer journey through the customer’s eyes and explore the elements that make up an experience that genuinely suits people, appeals to them, and creates value.

The workshop will be led by Deily Merirand, Project Manager at the Design Thinking Lab of the University of Tartu Pärnu College. A graduate in tourism and hotel entrepreneurship, Deily now works as Project Manager at the Design Thinking Lab at the University of Tartu Pärnu College. Her knowledge of tourism and hotel entrepreneurship and service design is grounded in both practice and theory. She believes that mapping the customer journey helps every business uncover hidden pain points, increase satisfaction, and build long-term trust in its brand.

The workshop introduces the University of Tartu Pärnu College’s applied higher education curriculum in “Tourism and Hotel Entrepreneurship”.