how to

cases

November 2018

Case study STBY

This case shows how diverse private and governmental parties worked together in order to better understand the perspectives of Dutch people on health and sustainability of food.

Read the case study
September 2017

Case study USECON

This case study describes a research project conducted by the international design and consulting company USECON in order to investigate its internal Employee Experience.

Read the case study
February 2017

Case study CAJ Corporación de Asistencia Judicial

This case shows how a consultancy agency together with a local governmental institution in Chile worked to understand and improve the customer as well as the employee experience. By including both the internal and external view they succeeded in visualizing service gaps within the user journeys and start implementing change within the organization.

Read the case study
April 2016

Case study Upper Austrian Tourism Board: ExperienceFellow in tourism

A project report and case study on how the Upper Austrian Tourism Board used ExperienceFellow for two different projects in the Dachstein Salzkammergut region and for the Danube cycling path.

Read the case study
February 2016

Case study Serfaus-Fiss-Ladis: ExperienceFellow in tourism

A project report and case study on how the tourism destination and cable car company Serfaus-Fiss-Ladis in the Austrian Alps. The destination used ExperienceFellow in summer of 2015 to collect feedback on their customer experience and for employer branding.

Read the case study

Free e-book "Case studies of applied research projects on mobile ethnography for tourism destinations"

This book provides an introduction into service design and tourism and presents seven case studies of European tourism destinations, which used the former app myServiceFellow as a mobile ethnography research tool to gain genuine customer insights. The book reports lessons learned of these case studies, gives managerial implications and an outlook on future research fields for service design in tourism."

Download .PDF

[Spanish] Proyecto SER 2015/16

This video shows how ExperienceFellow was used in order to research user experience at SER Corporación de Asistencia Judicial.

Watch video

Press releases

28.10.2016

[German] More than Metrics gets investment by Hermann Hauser

More than Metrics and its two products ExperienceFellow and Smaply get an investment by tech-pioneer Hermann Hauser.

Read article
JANUARY 2016

Press release Q1/01 2016

The year of 2015 was a rather eventful one for the young Austrian start-up ExperienceFellow. Based on former research achievements at the MCI Management Center Innsbruck, the academic spin-off under the lead of Marc Stickdorn and Jakob Schneider has developed an app which allows customers to evaluate brands, products and services.

Download .PDF
JANUARY 2016

[German] Pressemitteilung Q1/01 2016

Das Jahr 2015 war ein ereignisreiches für das junge, österreichische Start-up Unternehmen ExperienceFellow aus Innsbruck. Basierend auf Forschungsleistungen am MCI Management Center Innsbruck entwickelte das akademische Spin-off unter der Führung von Marc Stickdorn und Jakob Schneider eine App zur Bewertung von Marken, Produkten und Dienstleistungen durch Kunden des jeweiligen Unternehmens.

Download .PDF
August 2015

ExperienceFellow – Research customer experience

A blurb text on ExperienceFellow and mobile Ethnography. Content: The increasing importance of customer experience for business, the trend towards qualitative research, the innovative approach of mobile ethnography, a summary of both smartphone apps and web-based software of ExperienceFellow, and a summary of the company ExperienceFellow GmbH (765 words).

Download .PDF
AUGUST 2015

[German] ExperienceFellow – Research customer experience

Ein Pressetext über ExperienceFellow und mobile Ethnographie. Inhalt: Die steigende Bedeutung von Kundenerlebnissen für Unternehmen aller Branchen, der Trend zur qualitativen Forschung, der innovative Ansatz der mobilen Ethnographie, eine Zusammenfassung der ExperienceFellow Smartphone-Apps und der web-basierten Software, sowie eine Zusammenfassung des Unternehmens ExperienceFellow GmbH (733 Wörter).

Download .PDF
MARCH 2015

[German] Kundenerlebnisse wissenschaftlich analysieren

Pressemeldung (6.3.2015): Management Center Innsbruck (MCI) und mohemian ventures investieren in Innsbrucker Startup ExperienceFellow. Im Rahmen einer Unternehemensbeteiligung investieren das Management Center Innsbruck (MCI) und die mohemian ventures (mohemian.com) in das junge Innsbrucker Startup ExperienceFellow.

Download .PDF

Keynotes and conference talks

6 april 2016

Service Design Show 2016

In this interview, Marc talks about his first contact with service design and how sneaking through projects brought him to customer journey mapping and customer experience research.

Watch the video
10 March 2016

Employee experience research at USECON, Vienna

Klaus and Carina talk about how USECON implemented ExperienceFellow to research the company’s employee experience.

Watch the webinarCheck out the slides
12 November 2015

USECON RoX 2015, Vienna

Klaus’ talk is about customer experience as the new battlefield and how it can be approached by mobile ethnography.

Check out the slides
2-4 November 2015

UI20, Boston

Companies increasingly compete on customer experience. Marc explains the importance of customer journey mapping and customer experience research.

Check out the slides
3 October 2015

SDGC15, New York

Marc and Jakob talk about the increasing importance of qualitative customer research, the innovation mobile ethnography and the trend of basing business models on customer experience.

Check out the slides

journal articles

  • Stickdorn, M., Frischhut, B. & Schmid, J. (2014). Mobile ethnography – a pioneering research approach for customer-centred destination management, Tourism Analysis, 19(4), pp. 491-504.
  • Stickdorn, M. (2013). “Service Design”, in: Maccabe, S. (eds.): Routledge Handbook of Tourism Marketing, London: Routledge, pp. 329-344.
  • Stickdorn, M. (2013). Mobile Ethnography – Towards a more user-centred and processual ethnographic research method to analyse customer experience, The ethnographic praxis in industry conference (EPIC) Doctoral Consortium.
  • Stickdorn, M. (2013). Mobile Ethnography – Towards a more user-centred and processual ethnographic research method to analyse customer experience, European Academy of Management (EURAM) Doctoral Consortium.
  • Stickdorn, M. (2012). Mobile ethnography - Introducing a new research approach for the analysis of customer experiences in comparison with current research methods. 7. Forschungsseminar „Innovation & Wertschöpfung“ Conference Proceedings.
  • Stickdorn, M. & Frischhut, B. (2012). Case studies of Applied Research Projects on Mobile Ethnography for Tourism Destinations. Norderstedt: Books on Demand.
  • Stickdorn, M., Frischhut, B. & Schmid, J. (2012). Mobile ethnography as a pioneering research approach for customer-centred destination management in European tourism. Travel and Tourism Research Association Annual Conference 2012 Conference Proceedings.
  • Frischhut, B., Stickdorn, M., Zehrer, A. (2012). Mobile Ethnography as a new research tool for customer-driven destination management – A case study of applied service design in St. Anton/Austria. CAUTHE 2012 Book of Proceedings – The new golden age of tourism and hospitality, Book 2. Melbourne: CAUTHE, pp.160-166
  • Stickdorn, M. (2012). Tourism and Service Design Thinking. Touchpoint – The Journal of Service Design, 4(1), pp. 58-61.
  • Stickdorn, M., & Schneider, J. (2012). Service Design als innovativer Ansatz für kundenzentriertes Change Management. Zeitschrift für Organisations Entwicklung, 2/2012, pp. 38-44.
  • Stickdorn, M. & Hormeß, M. (2012). „Bridging the gap: A framework to seamlessly move between Service Design and Business“, ServDes 2012 Conference Proceedings, online.
  • Stickdorn, M. (2011). Service design thinking as a new common mindset for the changing society, Conference proceedings of The 6th Jeju Forum: New Asia for Peace and Prosperity, Seoul: Seoul School of Integrated Sciences and Technologies.
  • Stickdorn, M. & Schneider, J. (2010). This is Service Design Thinking. Amsterdam: BIS Publishers.
  • Stickdorn, M., & Zehrer, A. (2010). „Service Design for tourism SMEs – The concept of service design and its application on the Alpine Zoo in Innsbruck, Austria“. ServDes – Conference for Service Design and Innovation, online: http://www.servdes.org/pdf/stickdorn-zehrer.pdf.
  • Stickdorn, M., & Zehrer, A. (2010). Mobile ethnography: How service design aids the tourism industry to cope with the behavioral change of social media. Touchpoint – The Journal of Service Design, 2(1), pp. 82-85.
  • Stickdorn, M., Grabmueller, A., Zehrer, A., & Siller, H. (2010). Service Design im Tourismus – Die Erfassung der touristischen Kontaktpunktkette durch mobile Ethnographie. 4. Forschungsforum der österreichischen Fachhochschulen. Pinkafeld: FFH, pp. 204-209.
  • Stickdorn, M., Zehrer, A. (2009). “Service Design in Tourism – Customer Experience Driven Destination Management”, Proceedings of the First Nordic Conference on Service Design and Service Innovation, online: www.aho.no/servicedesign09.
  • Stickdorn, M., Schneider, J. (2009). “myServiceFellow: gaining genuine customer insights”, Proceedings of the First Nordic Conference on Service Design and Service Innovation, online: www.aho.no/servicedesign09.
  • Stickdorn, M. (2009). “Service Design in Tourism”, in: Miettinen S.; Koivisto, M. (eds.): Designing Services with Innovative Methods, Helsinki: Taik Publications.