10. 1900-‐‑‒1960 Age of Manufacturing
「製造」の時代
1960-‐‑‒1990 Age of Distribution
「流流通」の時代
1990-‐‑‒2010 Age of Information
「情報」の時代
2010-‐‑‒ Age of the Customer
「顧客」の時代
Kerry Bodine, Keynote of Service Design Network Conference 2011
15. – T H E O D O R E L E V I T T, 1 9 6 8
「顧客は、“ドリル”が欲しいのではなく、
“ねじの穴”が欲しいのだ。」
16. – J E F F R E Y P R E S T O N B E Z O S
Q: キンドル・ファイアが好調な理由は
なんでしょうか?
A: キンドル・ファイアがただのデバイスでは
なく、サービスだからです。
17. J E F F B E Z O S ,
C E O O F A M A Z O N
• Q: 米国ではカラー液晶を採用したタブレット端
末「キンドル・ファイア」がかなり売れているよ
うですが。好調の理由は何でしょうか?
• ベゾス:キンドル・ファイアがただのデバイスで
はなく、サービスだからです。エンド・ツー・エ
ンドのサービスであることで、ほかのタブレット
端末と差別化できています
• 私の個人的な意見ですが、ただデバイスを作った
だけで顧客が関心を持つとは思えない。顧客が求
めていること、顧客がしようとしていることは何
か。書籍を買い、音楽を買い、映画やテレビ番組、
アプリを買うことです。そのためにエコシステム
を構築し、そのエコシステムにデバイスをシーム
レスに融合させる。顧客が簡単に見たいコンテン
ツを買って見られる環境を作るということです。
それを実現したのがキンドル・ファイアなのです。
「日本での電子書籍事業開始は年内早期に発表する」
米アマゾン・ドット・コムのジェフ・ベゾスCEOインタビュー|日経ビジネスONLINE
http://business.nikkeibp.co.jp/article/topics/20120427/231477/?rt=nocnt
37. Experience Map for Rail Europe | August 2011
STAGES
DOING
FEELING
Research & Planning Shopping Booking Post-Booking, Pre-Travel Travel Post Travel
People choose rail travel because it is
convenient, easy, and flexible.
Rail booking is only one part of people’s larger
travel process.
People build their travel plans over time. People value service that is respectful, effective
and personable.
EXPERIENCE
Rail Europe Experience Map
Kayak,
compare
airfare
Google
searches
Research
hotels
Talk with
friends
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Paper tickets
arrive in mail
• I’m excited to go to Europe!
• Will I be able to see everything I can?
• What if I can’t afford this?
• I don’t want to make the wrong choice.
• It’s hard to trust Trip Advisor. Everyone is
so negative.
• Keeping track of all the different products
is confusing.
• Am I sure this is the trip I want to take?
• Website experience is easy and friendly!
• Frustrated to not know sooner about which
tickets are eTickets and which are paper tickets.
Not sure my tickets will arrive in time.
• Stressed that I’m about to leave the country
and Rail Europe won’t answer the phone.
• Frustrated that Rail Europe won’t ship tickets
to Europe.
• Happy to receive my tickets in the mail!
• I am feeling vulnerable to be in an unknown place in
the middle of the night.
• Stressed that the train won’t arrive on time for my
connection.
• Meeting people who want to show us around is fun,
serendipitous, and special.
• Excited to share my vacation story with
my friends.
• A bit annoyed to be dealing with ticket refund
issues when I just got home.
View
maps
Arrange
travel
Blogs &
Travel sites
Plan with
interactive map
Review fares
Select pass(es)
Enter trips Confirm
itinerary
Delivery
options
Payment
options
Review &
confirm
Map itinerary
(finding pass)
Destination
pages
May call if
difficulties
occur
E-ticket Print
at Station
Web
raileurope.com
Wait for paper tickets to arriveResearch destinations, routes and products
Live chat for
questions
Activities, unexpected changes
Change
plans
Check ticket
status
Print e-tickets
at home
web/
apps
Look up
timetables
Plan/
confirm
activities
Web
Share
photos
Share
experience
(reviews)
Request
refunds
Follow-up on refunds for booking changes
Share experience
Buy additional
tickets
Look up
time tables
Stakeholder interviews
Cognitive walkthroughs
Customer Experience Survey
Existing Rail Europe Documentation
Opportunities
Guiding Principles
Customer Journey
Information
sources
RAIL EUROPE
THINKING
• What is the easiest way to get around Europe?
• Where do I want to go?
• How much time should I/we spend in each
place for site seeing and activities?
• I want to get the best price, but I’m willing to pay a
little more for first class.
• How much will my whole trip cost me? What are my
trade-offs?
• Are there other activities I can add to my plan?
• Do I have all the tickets, passes and reservations
I need in this booking so I don’t pay more
shipping?
• Rail Europe is not answering the phone. How
else can I get my question answered?
• Do I have everything I need?
• Rail Europe website was easy and friendly, but
when an issue came up, I couldn’t get help.
• What will I do if my tickets don’t arrive in time?
• I just figured we could grab a train but there are
not more trains. What can we do now?
• Am I on the right train? If not, what next?
• I want to make more travel plans. How do I
do that?
• Trying to return ticket I was not able to use. Not
sure if I’ll get a refund or not.
• People are going to love these photos!
• Next time, we will explore routes and availability
more carefully.
Ongoing,
non-linear
Linear
process
Non-linear, but
time based
Communicate a clear value
proposition.
STAGE: Initial visit
Connect planning, shopping and
booking on the web.
STAGES: Planning, Shopping, Booking
Arm customers with information
for making decisions.
STAGES: Shopping, Booking
Improve the paper ticket
experience.
STAGES: Post-Booking, Travel, Post-Travel
Make your customers into better,
more savvy travelers.
STAGES: Global
Proactively help people deal
with change.
STAGES: Post-Booking, Traveling
Support people in creating their
own solutions.
STAGES: Global
Visualize the trip for planning
and booking.
STAGES: Planning, Shopping
Enable people to plan over time.
STAGES: Planning, Shopping
Engage in social media with
explicit purposes.
STAGES: Global
Communicate status clearly at
all times.
STAGES: Post-Booking, Post Travel
Accommodate planning and
booking in Europe too.
STAGE: Traveling
Aggregate shipping with a
reasonable timeline.
STAGE: Booking
Help people get the help they
need.
STAGES: Global
GLOBAL PLANNING, SHOPPING, BOOKING POST-BOOK, TRAVEL, POST-TRAVEL
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Mail tickets
for refund
Get stamp
for refund
http://www.adaptivepath.com/uploads/documents/RailEurope_AdaptivePath_CXMap_FINAL.pdf
41. Experience Map for Rail Europe | August 2011
STAGES
DOING
FEELING
Research & Planning Shopping Booking Post-Booking, Pre-Travel Travel Post Travel
People choose rail travel because it is
convenient, easy, and flexible.
Rail booking is only one part of people’s larger
travel process.
People build their travel plans over time. People value service that is respectful, effective
and personable.
EXPERIENCE
Rail Europe Experience Map
Kayak,
compare
airfare
Google
searches
Research
hotels
Talk with
friends
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Paper tickets
arrive in mail
• I’m excited to go to Europe!
• Will I be able to see everything I can?
• What if I can’t afford this?
• I don’t want to make the wrong choice.
• It’s hard to trust Trip Advisor. Everyone is
so negative.
• Keeping track of all the different products
is confusing.
• Am I sure this is the trip I want to take?
• Website experience is easy and friendly!
• Frustrated to not know sooner about which
tickets are eTickets and which are paper tickets.
Not sure my tickets will arrive in time.
• Stressed that I’m about to leave the country
and Rail Europe won’t answer the phone.
• Frustrated that Rail Europe won’t ship tickets
to Europe.
• Happy to receive my tickets in the mail!
• I am feeling vulnerable to be in an unknown place in
the middle of the night.
• Stressed that the train won’t arrive on time for my
connection.
• Meeting people who want to show us around is fun,
serendipitous, and special.
• Excited to share my vacation story with
my friends.
• A bit annoyed to be dealing with ticket refund
issues when I just got home.
View
maps
Arrange
travel
Blogs &
Travel sites
Plan with
interactive map
Review fares
Select pass(es)
Enter trips Confirm
itinerary
Delivery
options
Payment
options
Review &
confirm
Map itinerary
(finding pass)
Destination
pages
May call if
difficulties
occur
E-ticket Print
at Station
Web
raileurope.com
Wait for paper tickets to arriveResearch destinations, routes and products
Live chat for
questions
Activities, unexpected changes
Change
plans
Check ticket
status
Print e-tickets
at home
web/
apps
Look up
timetables
Plan/
confirm
activities
Web
Share
photos
Share
experience
(reviews)
Request
refunds
Follow-up on refunds for booking changes
Share experience
Buy additional
tickets
Look up
time tables
Stakeholder interviews
Cognitive walkthroughs
Customer Experience Survey
Existing Rail Europe Documentation
Opportunities
Guiding Principles
Customer Journey
Information
sources
RAIL EUROPE
THINKING
• What is the easiest way to get around Europe?
• Where do I want to go?
• How much time should I/we spend in each
place for site seeing and activities?
• I want to get the best price, but I’m willing to pay a
little more for first class.
• How much will my whole trip cost me? What are my
trade-offs?
• Are there other activities I can add to my plan?
• Do I have all the tickets, passes and reservations
I need in this booking so I don’t pay more
shipping?
• Rail Europe is not answering the phone. How
else can I get my question answered?
• Do I have everything I need?
• Rail Europe website was easy and friendly, but
when an issue came up, I couldn’t get help.
• What will I do if my tickets don’t arrive in time?
• I just figured we could grab a train but there are
not more trains. What can we do now?
• Am I on the right train? If not, what next?
• I want to make more travel plans. How do I
do that?
• Trying to return ticket I was not able to use. Not
sure if I’ll get a refund or not.
• People are going to love these photos!
• Next time, we will explore routes and availability
more carefully.
Ongoing,
non-linear
Linear
process
Non-linear, but
time based
Communicate a clear value
proposition.
STAGE: Initial visit
Connect planning, shopping and
booking on the web.
STAGES: Planning, Shopping, Booking
Arm customers with information
for making decisions.
STAGES: Shopping, Booking
Improve the paper ticket
experience.
STAGES: Post-Booking, Travel, Post-Travel
Make your customers into better,
more savvy travelers.
STAGES: Global
Proactively help people deal
with change.
STAGES: Post-Booking, Traveling
Support people in creating their
own solutions.
STAGES: Global
Visualize the trip for planning
and booking.
STAGES: Planning, Shopping
Enable people to plan over time.
STAGES: Planning, Shopping
Engage in social media with
explicit purposes.
STAGES: Global
Communicate status clearly at
all times.
STAGES: Post-Booking, Post Travel
Accommodate planning and
booking in Europe too.
STAGE: Traveling
Aggregate shipping with a
reasonable timeline.
STAGE: Booking
Help people get the help they
need.
STAGES: Global
GLOBAL PLANNING, SHOPPING, BOOKING POST-BOOK, TRAVEL, POST-TRAVEL
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Mail tickets
for refund
Get stamp
for refund
The Lens
Journey Model
Insights
Opportunities
42. The Lens
•ペルソナ
•ユーザーゴール
•視点・観点・制約
STAGES
DOING
Research & Planning Shop
People choose rail travel because it is
convenient, easy, and flexible.
Rail Europe Experience Map
Blogs &
Plan with
interactive map
Map itinerary
(finding pass)
Destination
pages
raileurope.com
Research destinations, routes and products
Look up
time tables
Guiding Principles
Customer Journey
RAIL EUROPE
oking Post-Booking, Pre-Travel Travel Post Travel
People value service that is respectful, effective
and personable.
m
y
Delivery
options
Payment
options
Review &
confirm
E-ticket Print
at Station
Wait for paper tickets to arrive Activities, unexpected changes
Change
plans
Check ticket
status
Web
Share
photos
Follow-up on refunds for booking changes
Share experience
Get stamp
for refund
43. Journey Model
•⾏行行動
•タッチポイント
•ステージ
Research & Planning Shopping Booking Post-Booking,
Europe Experience Map
Kayak,
compare
airfare
Google
searches
Research
hotels
Talk with
friends
Blogs &
Travel sites
Plan with
interactive map
Review fares
Select pass(es)
Enter trips Confirm
itinerary
Delivery
options
Payment
options
Review &
confirm
Map itinerary
(finding pass)
Destination
pages
May call if
difficulties
occur
Web
raileurope.com
Wait for papeResearch destinations, routes and products
Live chat for
questions
C
Print e-tickets
at home
Look up
time tables
Principles
er Journey
OPE
• What is the easiest way to get around Europe?
• Where do I want to go?
• How much time should I/we spend in each
• I want to get the best price, but I’m willing to pay a
little more for first class.
• How much will my whole trip cost me? What are my
• Do I have all the tickets, passes and reservations
I need in this booking so I don’t pay more
shipping?
• Do I have everything
• Rail Europe website
when an issue cam
44. Insights
•質的
-‐‑‒ ⼼心理理状態
-‐‑‒ 感情
•量量的
DOING
FEELING
EXPERIENCE
Google
searches
Talk with
friends
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
• I’m excited to go to Europe!
• Will I be able to see everything I can?
• What if I can’t afford this?
• I don’t want to make the wrong choice.
Blogs
Travel s
Opportunities
THINKING
• What is the easiest way to get around Europe?
• Where do I want to go?
• How much time should I/we spend in each
place for site seeing and activities?
GLOBAL
R
E
H
45. Opportunities
•現状分析
•改善⽰示唆
Everyone is
nt products
t to take?
• Website experience is easy and friendly!
• Frustrated to not know sooner about which
tickets are eTickets and which are paper tickets.
Not sure my tickets will arrive in time.
• Stressed that I’m about to leave the country
and Rail Europe won’t answer the phone.
• Frustrated that Rail Europe won’t ship tickets
to Europe.
• Happy to receive my tickets in the mail!
• I am feeling vulnerable to be in an unkno
the middle of the night.
• Stressed that the train won’t arrive on tim
connection.
• Meeting people who want to show us ar
serendipitous, and special.
Information
sources
t I’m willing to pay a
ost me? What are my
dd to my plan?
• Do I have all the tickets, passes and reservations
I need in this booking so I don’t pay more
shipping?
• Rail Europe is not answering the phone. How
else can I get my question answered?
• Do I have everything I need?
• Rail Europe website was easy and friendly, but
when an issue came up, I couldn’t get help.
• What will I do if my tickets don’t arrive in time?
• I just figured we could grab a train b
not more trains. What can we do no
• Am I on the right train? If not, what n
• I want to make more travel plans. Ho
do that?
Connect planning, shopping and
booking on the web.
STAGES: Planning, Shopping, Booking
Arm customers with information
for making decisions.
STAGES: Shopping, Booking
Improve the p
experience.
STAGES: Post-Boo
Proactively he
with change.
STAGES: Post-Boo
eating their Visualize the trip for planning
and booking.
STAGES: Planning, Shopping
Enable people to plan over time.
STAGES: Planning, Shopping
Aggregate shipping with a
reasonable timeline.
STAGE: Booking
PLANNING, SHOPPING, BOOKING POST-BOOK, TR
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
47. サービスブループリント
PATIENT
ACTIONS
PHYSICAL
EVIDENCE
ONSTAGE
CONTACT
PERSON
BACKSTAGE
CONTACT
PERSON
Debbie’s
Chart Cart
Records/
Database
System
Bin
System
Check
Vitals &
Ask Quest
Place in
Kassam
Bin
Meet Dr.
Kassam
Kassam
Gets Quick
Review
Take
Away
Chart
Process &
Check-out
Records/
Database
System
Dictation
Chart
Storage
System
Door Tag
System
See Other
Patients
SUPPORT
PROCESSES
Sign In
Front
Desk
Waiting
Room
Front
Desk
Front
Desk
Hallway Exam
Room
MRI &
Chart
Exam
Room
MRI &
Chart
Door Tag Waiting
Room
Check-out
Room
Waiting
Room
Line of Interaction
Line of Visibility
Wait Wait Responds Follow to
Exam Rm
Wait in
Exam Rm
Answer
Questions Wait
Ask
Questions
Return
Door Tag Wait
Check-out,
Pay, &
Leave
Check-in
Welcome
Get
Patient
Chart
See Other
Patients
Process
See Other
Patients
Brings
Door Tag
Back
Call
Patient
Grab
Door Tag
Escort to
Exam Rm
Chart in
To Be
Seen Bin
Write Rm
# on
Schedule
See Other
Patients
Grab
Chart
from Bin
Chart
Taken by
Staff
Check
Patient
Location
Check
Patient
Location
Schedule
System
Service Blueprint of Presby Neuro Clinic
Line of Internal Interaction
Design for the Clinic Experience -‐‑‒ Carnegie Mellon School of Design
48. サービスブループリント
PATIENT
ACTIONS
PHYSICAL
EVIDENCE
ONSTAGE
CONTACT
PERSON
BACKSTAGE
CONTACT
PERSON
Debbie’s
Chart Cart
Records/
Database
System
Bin
System
Check
Vitals &
Ask Quest
Place in
Kassam
Bin
Meet Dr.
Kassam
Kassam
Gets Quick
Review
Take
Away
Chart
Process &
Check-out
Records/
Database
System
Dictation
Chart
Storage
System
Door Tag
System
See Other
Patients
SUPPORT
PROCESSES
Sign In
Front
Desk
Waiting
Room
Front
Desk
Front
Desk
Hallway Exam
Room
MRI &
Chart
Exam
Room
MRI &
Chart
Door Tag Waiting
Room
Check-out
Room
Waiting
Room
Line of Interaction
Line of Visibility
Wait Wait Responds Follow to
Exam Rm
Wait in
Exam Rm
Answer
Questions Wait
Ask
Questions
Return
Door Tag Wait
Check-out,
Pay, &
Leave
Check-in
Welcome
Get
Patient
Chart
See Other
Patients
Process
See Other
Patients
Brings
Door Tag
Back
Call
Patient
Grab
Door Tag
Escort to
Exam Rm
Chart in
To Be
Seen Bin
Write Rm
# on
Schedule
See Other
Patients
Grab
Chart
from Bin
Chart
Taken by
Staff
Check
Patient
Location
Check
Patient
Location
Schedule
System
Service Blueprint of Presby Neuro Clinic
Line of Internal Interaction
Design for the Clinic Experience -‐‑‒ Carnegie Mellon School of Design
カスタマアクション
フロントステージアクション
バックステージアクション
サポートプロセス
サービス提供媒体
51. Inside-‐‑‒out CJM
〜~ サービスブループリント
PATIENT
ACTIONS
PHYSICAL
EVIDENCE
ONSTAGE
CONTACT
PERSON
BACKSTAGE
CONTACT
PERSON
Debbie’s
Chart Cart
Records/
Database
System
Bin
System
Check
Vitals &
Ask Quest
Place in
Kassam
Bin
Meet Dr.
Kassam
Kassam
Gets Quick
Review
Take
Away
Chart
Process &
Check-out
Records/
Database
System
Dictation
Chart
Storage
System
Door Tag
System
See Other
Patients
SUPPORT
PROCESSES
Sign In
Front
Desk
Waiting
Room
Front
Desk
Front
Desk
Hallway Exam
Room
MRI &
Chart
Exam
Room
MRI &
Chart
Door Tag Waiting
Room
Check-out
Room
Waiting
Room
Line of Interaction
Line of Visibility
Wait Wait Responds Follow to
Exam Rm
Wait in
Exam Rm
Answer
Questions Wait
Ask
Questions
Return
Door Tag Wait
Check-out,
Pay, &
Leave
Check-in
Welcome
Get
Patient
Chart
See Other
Patients
Process
See Other
Patients
Brings
Door Tag
Back
Call
Patient
Grab
Door Tag
Escort to
Exam Rm
Chart in
To Be
Seen Bin
Write Rm
# on
Schedule
See Other
Patients
Grab
Chart
from Bin
Chart
Taken by
Staff
Check
Patient
Location
Check
Patient
Location
Schedule
System
Service Blueprint of Presby Neuro Clinic
Line of Internal Interaction
Design for the Clinic Experience -‐‑‒ Carnegie Mellon School of Design
53. Experience Map for Rail Europe | August 2011
STAGES
DOING
FEELING
Research & Planning Shopping Booking Post-Booking, Pre-Travel Travel Post Travel
People choose rail travel because it is
convenient, easy, and flexible.
Rail booking is only one part of people’s larger
travel process.
People build their travel plans over time. People value service that is respectful, effective
and personable.
EXPERIENCE
Rail Europe Experience Map
Kayak,
compare
airfare
Google
searches
Research
hotels
Talk with
friends
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Paper tickets
arrive in mail
• I’m excited to go to Europe!
• Will I be able to see everything I can?
• What if I can’t afford this?
• I don’t want to make the wrong choice.
• It’s hard to trust Trip Advisor. Everyone is
so negative.
• Keeping track of all the different products
is confusing.
• Am I sure this is the trip I want to take?
• Website experience is easy and friendly!
• Frustrated to not know sooner about which
tickets are eTickets and which are paper tickets.
Not sure my tickets will arrive in time.
• Stressed that I’m about to leave the country
and Rail Europe won’t answer the phone.
• Frustrated that Rail Europe won’t ship tickets
to Europe.
• Happy to receive my tickets in the mail!
• I am feeling vulnerable to be in an unknown place in
the middle of the night.
• Stressed that the train won’t arrive on time for my
connection.
• Meeting people who want to show us around is fun,
serendipitous, and special.
• Excited to share my vacation story with
my friends.
• A bit annoyed to be dealing with ticket refund
issues when I just got home.
View
maps
Arrange
travel
Blogs &
Travel sites
Plan with
interactive map
Review fares
Select pass(es)
Enter trips Confirm
itinerary
Delivery
options
Payment
options
Review &
confirm
Map itinerary
(finding pass)
Destination
pages
May call if
difficulties
occur
E-ticket Print
at Station
Web
raileurope.com
Wait for paper tickets to arriveResearch destinations, routes and products
Live chat for
questions
Activities, unexpected changes
Change
plans
Check ticket
status
Print e-tickets
at home
web/
apps
Look up
timetables
Plan/
confirm
activities
Web
Share
photos
Share
experience
(reviews)
Request
refunds
Follow-up on refunds for booking changes
Share experience
Buy additional
tickets
Look up
time tables
Stakeholder interviews
Cognitive walkthroughs
Customer Experience Survey
Existing Rail Europe Documentation
Opportunities
Guiding Principles
Customer Journey
Information
sources
RAIL EUROPE
THINKING
• What is the easiest way to get around Europe?
• Where do I want to go?
• How much time should I/we spend in each
place for site seeing and activities?
• I want to get the best price, but I’m willing to pay a
little more for first class.
• How much will my whole trip cost me? What are my
trade-offs?
• Are there other activities I can add to my plan?
• Do I have all the tickets, passes and reservations
I need in this booking so I don’t pay more
shipping?
• Rail Europe is not answering the phone. How
else can I get my question answered?
• Do I have everything I need?
• Rail Europe website was easy and friendly, but
when an issue came up, I couldn’t get help.
• What will I do if my tickets don’t arrive in time?
• I just figured we could grab a train but there are
not more trains. What can we do now?
• Am I on the right train? If not, what next?
• I want to make more travel plans. How do I
do that?
• Trying to return ticket I was not able to use. Not
sure if I’ll get a refund or not.
• People are going to love these photos!
• Next time, we will explore routes and availability
more carefully.
Ongoing,
non-linear
Linear
process
Non-linear, but
time based
Communicate a clear value
proposition.
STAGE: Initial visit
Connect planning, shopping and
booking on the web.
STAGES: Planning, Shopping, Booking
Arm customers with information
for making decisions.
STAGES: Shopping, Booking
Improve the paper ticket
experience.
STAGES: Post-Booking, Travel, Post-Travel
Make your customers into better,
more savvy travelers.
STAGES: Global
Proactively help people deal
with change.
STAGES: Post-Booking, Traveling
Support people in creating their
own solutions.
STAGES: Global
Visualize the trip for planning
and booking.
STAGES: Planning, Shopping
Enable people to plan over time.
STAGES: Planning, Shopping
Engage in social media with
explicit purposes.
STAGES: Global
Communicate status clearly at
all times.
STAGES: Post-Booking, Post Travel
Accommodate planning and
booking in Europe too.
STAGE: Traveling
Aggregate shipping with a
reasonable timeline.
STAGE: Booking
Help people get the help they
need.
STAGES: Global
GLOBAL PLANNING, SHOPPING, BOOKING POST-BOOK, TRAVEL, POST-TRAVEL
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Mail tickets
for refund
Get stamp
for refund
61. Atsushi HASEGAWA <ahaseg@gmail.com>
eTicket Itinerary and Receipt for Confirmation GCEWWW
United Airlines, Inc. <unitedairlines@united.com> Sat, Mar 10, 2012 at 11:06 PM
To: AHASEG@gmail.com
Confirmation:
GCEWWW
Check-In >
Issue Date: March 10, 2012
Traveler eTicket Number Frequent Flyer Seats
HASEGAWA/ATSUSHIMR 0162320667315 UA-EGT4XXXX Premier Silver / *S 30H/12D/---/---
FLIGHT INFORMATION
Day, Date Flight ClassDeparture City and Time Arrival City and Time Aircraft Meal
Wed, 21MAR12 UA8041S TOKYO, JAPAN
(NRT - NARITA) 4:30 PM
WASHINGTON, DC
(IAD - DULLES) 3:51 PM
777-200Dinner
Wed, 21MAR12 UA2632S WASHINGTON, DC
(IAD - DULLES) 5:05 PM
NEW ORLEANS, LA
(MSY) 6:47 PM
A-319 Purchase
Mon, 26MAR12 UA4973S NEW ORLEANS, LA
(MSY) 6:01 AM
SAN FRANCISCO, CA
(SFO) 9:00 AM
A-320 Purchase
Mon, 26MAR12 UA8374S SAN FRANCISCO, CA
(SFO) 11:01 AM
TOKYO, JAPAN
(NRT - NARITA) 2:00 PM (27MAR)
747-400Lunch
1 Flight operated by UNITED AIRLINES.
2 Flight operated by UNITED AIRLINES.
3 Flight operated by UNITED AIRLINES.
4 Flight operated by UNITED AIRLINES.
FARE INFORMATION
Fare Breakdown
Airfare: 77,400JPY
Japan Passenger Security Service
Charge:
500
Japan Passenger Service
Facilities Charge:
2,040
Fuel Surcharge: 50,000
September 11th Security Fee: 630
U.S. Federal Transportation Tax: 2,760
U.S. APHIS User Fee: 420
U.S. Immigration User Fee: 580
U.S. Customs User Fee: 460
U.S. Passenger Facility Charge: 380
Per Person Total: 135,170JPY
eTicket Total: 135,170JPY
Form of Payment:
AMERICAN EXPRESS
Last Four Digits 5303
The airfare you paid on this itinerary totals: 77,400 JPY
The taxes, fees, and surcharges paid total: 57,770 JPY
Fare Rules: Additional charges may apply for changes in addition to any fare rules listed.
REFUNDABLE/CXL FEE
International eTicket Reminders
Check-in Requirement - Bags must be checked and boarding passes obtained at least 60 minutes prior to
scheduled departure. Baggage will not be accepted and advance seat assignments may be canceled if this
condition is not met.
Boarding Requirement - Passengers must be prepared to board at the departure gate with their boarding
12/11/30 Gmail -‐‑ Hyatt Regency New Orleans -‐‑ Confirmation -‐‑ ATSUSHI HASEGAWA -‐‑ 3/21/2012 -‐‑ 1758081
1/3https://mail.google.com/mail/u/0/?ui=2&ik=9938667deb&view=pt&q=hyatt regency&qs=true&search…
Naoko KAWACHI <naoko.kawachi@gmail.com>
Hyatt Regency New Orleans - Confirmation - ATSUSHI HASEGAWA -
3/21/2012 - 1758081
Hyatt Regency New Orleans <Concierge@hyatte-concierge.com> Thu, Mar 8, 2012 at 1:51 AM
To: NAOKO.KAWACHI@gmail.com
Hyatt E-Concierge | Customer Service | Hotel Website | Print E-Mail | View Online
RESERVATION CONFIRMATION
CONFIRMATION NUMBER: 1758081
CHECK-IN DATE: Wednesday, March 21, 2012
HOTEL CHECK-IN TIME: 3:00 PM
CHECK-OUT DATE: Sunday, March 25, 2012
HOTEL CHECK-OUT TIME: 11:00 AM
Hyatt Regency New Orleans
Poydras At Loyola Avenue
New Orleans, LA 70113 US
Tel: 504-561-1234 Fax: 504-587-4141
ATSUSHI HASEGAWA,
Greetings from Hyatt Regency New Orleans,
Thank you for your reservation. We look forward to welcoming you to our hotel.
To make changes to your reservation please click here or email us as at reservations@hyatt.com. To
speak with us directly, please call 1 877 827 1356 within the U.S. and Canada or simply contact your
local worldwide reservation center.
We are excited about your upcoming visit and look forward to creating a memorable experience for you.
Warmest Regards,
Hyatt Regency New Orleans Team