All the methods and theories used on this website are explained in 5 topics, helping you to use them step by step in several stages or to illustrate its use in several types of contexts.

  • Use the How to to define which methods could be useful for your own specific project or research. The “How to” on this website covers the main steps in a short guide.
  • The Case studies are related to the “Change the game” companies and innovations on which some part of our own analysis is based. The case studies demonstrate how all methodologies and theories are applied. 12 of these are explained in a more profound level then the general Benchmark (in which all 25 innovations are listed, shown in a total Experience Map based on 6 phases and 16 service factors).
  • Parallel to our own research, several groups of students spent one semester on specific design challenges for some of the “case study-companies”. All students were in their 4th year of the Bachelor program “Communication and Media Design” from the Hva (Amsterdam University of Applied Sciences). By means of Prototyping, new directions and possible solutions were generated. Prototyping is one of the best ways to define future use and to determine if a chosen direction will be valid.
  • To make the loop complete, we have tested our methods and results from the analysis and prototypes in Creative sessions with AION Sports to optimise the combination of used methods, additional workshop elements, and gather insights how to optimally use them in the future. The “How to” has been a product of these results as well.
  • 3 realistic scenarios have been generated based on target groups and different aspects of the total Fan experience. The method Customer Journey mapping has been used to combine insights from all the conducted research into a future scenario. The result is a guide for higher level management to see how the relationship between services could be optimised.
    • Customer Journey Mapping is mostly used to define a current situation. In our case we have used the Experience map for all 25 innovations to list multiple stakeholders at once.
    • All 12 case studies have an individual Experience Map, closely related to a Customer Journey Map.
    • Also the Customer Journey Map and Experience map were used both as descriptive tools for the 4 specific innovations during the Prototyping  process.