TY - JOUR
T1 - Identify Customer Element Through Empathy Map and User Persona
AU - Sinansari, Puti
AU - Salsabila, Syauqina Hening
AU - Hanoum, Syarifa
AU - Lopatka, Agnieszka
AU - Wlodarski, Wojciech
N1 - Publisher Copyright:
© 2023 The Authors. Published by Elsevier B.V. This is an open access article under the CC BY-NC-ND license (https://creativecommons.org/licenses/by-nc-nd/4.0)
PY - 2023
Y1 - 2023
N2 - Identifying customers' needs and problems can give big impact to company producing suitable product and service. Shifting consumer needs after the pandemic has resulted in companies needing to redefine customer segments and relationships to provide maximum service. Empathy map and user persona are the tools that can help redefine the customer characteristics and developing the customer element in the business model of the company. This paper aims to define the customer segment and element of a service company after the pandemic time. This research using qualitative method by interviewing the customers as the key value to develop the customers element The result of this paper shows that through elements of empathy maps, the company can define how costumers feel, think, say, do and needs about the service of the company. Then company using figure of user persona to create the image of future customers of the company. The result of this research is that the company can redefine the customer element, customer segment and customer relationship, in its business model that can be used for the future product development. Empathy map and User persona make the company aware that customers' point of view is a sector worth considering in developing potential target markets in the future.
AB - Identifying customers' needs and problems can give big impact to company producing suitable product and service. Shifting consumer needs after the pandemic has resulted in companies needing to redefine customer segments and relationships to provide maximum service. Empathy map and user persona are the tools that can help redefine the customer characteristics and developing the customer element in the business model of the company. This paper aims to define the customer segment and element of a service company after the pandemic time. This research using qualitative method by interviewing the customers as the key value to develop the customers element The result of this paper shows that through elements of empathy maps, the company can define how costumers feel, think, say, do and needs about the service of the company. Then company using figure of user persona to create the image of future customers of the company. The result of this research is that the company can redefine the customer element, customer segment and customer relationship, in its business model that can be used for the future product development. Empathy map and User persona make the company aware that customers' point of view is a sector worth considering in developing potential target markets in the future.
UR - http://www.scopus.com/inward/record.url?scp=85183563607&partnerID=8YFLogxK
U2 - 10.1016/j.procs.2023.10.411
DO - 10.1016/j.procs.2023.10.411
M3 - Conference article
AN - SCOPUS:85183563607
SN - 1877-0509
VL - 225
SP - 4148
EP - 4156
JO - Procedia Computer Science
JF - Procedia Computer Science
T2 - 27th International Conference on Knowledge Based and Intelligent Information and Engineering Sytems, KES 2023
Y2 - 6 September 2023 through 8 September 2023
ER -