{"id":31310,"date":"2024-12-02T12:12:47","date_gmt":"2024-12-02T11:12:47","guid":{"rendered":"https:\/\/www.skopos-nova.de\/?page_id=31310"},"modified":"2025-05-12T12:15:27","modified_gmt":"2025-05-12T10:15:27","slug":"customer-journey-mapping","status":"publish","type":"page","link":"https:\/\/www.skopos-nova.de\/en\/services\/ux-exploration\/customer-journey-mapping","title":{"rendered":"Customer Journey Mapping"},"content":{"rendered":"\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m35pi745-53bbc2b4ab9529a65132964369aa4e93\">\n.avia-section.av-m35pi745-53bbc2b4ab9529a65132964369aa4e93{\nbackground-color:#000000;\nbackground-image:unset;\nmargin-top:0px;\nmargin-bottom:0px;\n}\n.avia-section.av-m35pi745-53bbc2b4ab9529a65132964369aa4e93 .av-extra-border-element .av-extra-border-inner{\nbackground-color:#ffffff;\n}\n<\/style>\n<div id='av_section_1'  class='avia-section av-m35pi745-53bbc2b4ab9529a65132964369aa4e93 main_color avia-section-small 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av_inherit_color'  itemprop=\"text\" ><p style=\"text-align: left; font-size: 1.5rem; color: white;\">Services &gt; <a class=\"tree-service\" href=\"\/en\/services\/ux-exploration\">UX Exploration<\/a><\/p>\n<\/div><\/section>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-tsrgrh-41a86dde4e5d202cfea6ea2945a1c311\">\n#top .hr.hr-invisible.av-tsrgrh-41a86dde4e5d202cfea6ea2945a1c311{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-tsrgrh-41a86dde4e5d202cfea6ea2945a1c311 hr-invisible  avia-builder-el-2  el_after_av_textblock  avia-builder-el-last '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n\n<\/div><\/div><\/main><!-- close content main element --><\/div><div class='av-extra-border-element border-extra-diagonal border-extra-diagonal-inverse '><div class='av-extra-border-outer'><div class='av-extra-border-inner'><\/div><\/div><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-5srjmfx-cabd09d44bee9d42fa6644af908dff6d\">\n.avia-section.av-5srjmfx-cabd09d44bee9d42fa6644af908dff6d{\nbackground-color:#ffffff;\nbackground-image:unset;\nmargin-top:0px;\nmargin-bottom:-100px;\n}\n<\/style>\n<div id='av_section_2'  class='avia-section av-5srjmfx-cabd09d44bee9d42fa6644af908dff6d main_color avia-section-no-padding avia-no-border-styling  avia-builder-el-3  el_after_av_section  el_before_av_section  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n<div  class='flex_column av-5f31uu5-20f88efd499b443a06ea0bb818b575b9 av_one_full  avia-builder-el-4  avia-builder-el-no-sibling  first flex_column_div av-animated-generic pop-up  '     ><section  class='av_textblock_section av-99nvc3h-fa56e73240bbd239af6b2c7c8287ae58 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><p style=\"text-align: center; color: #ff9c1b;\"><strong><span class=\"nova-orange-black\">UX Exploration<\/span><\/strong><\/p>\n<\/div><\/section><br \/>\n<section  class='av_textblock_section av-vx38il-da497299284e3babc730670ba8474e14 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h1 style=\"text-align: center;\">Customer Journey Mapping<\/h1>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-8xyxvel-8621f0fc0e57a836dcd275de2b11067a\">\n#top .hr.av-8xyxvel-8621f0fc0e57a836dcd275de2b11067a{\nmargin-top:-10px;\nmargin-bottom:20px;\n}\n.hr.av-8xyxvel-8621f0fc0e57a836dcd275de2b11067a .hr-inner{\nwidth:250px;\nborder-color:#ff0059;\n}\n<\/style>\n<div  class='hr av-8xyxvel-8621f0fc0e57a836dcd275de2b11067a hr-custom  avia-builder-el-7  el_after_av_textblock  avia-builder-el-last  hr-center hr-icon-no'><span class='hr-inner inner-border-av-border-fat'><span class=\"hr-inner-style\"><\/span><\/span><\/div><\/p><\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-16qgq59-9c1157d2e45b9580461f89e80387fc4a\">\n.avia-section.av-16qgq59-9c1157d2e45b9580461f89e80387fc4a{\nbackground-color:#ffffff;\nbackground-image:unset;\nmargin-top:0px;\nmargin-bottom:0px;\n}\n.avia-section.av-16qgq59-9c1157d2e45b9580461f89e80387fc4a .av-extra-border-element .av-extra-border-inner{\nbackground-color:#0d2b43;\n}\n<\/style>\n<div id='av_section_3'  class='avia-section av-16qgq59-9c1157d2e45b9580461f89e80387fc4a main_color avia-section-small avia-no-border-styling  avia-builder-el-8  el_after_av_section  el_before_av_section  avia-bg-style-scroll av-minimum-height av-minimum-height-10vw av-height-percent_width  container_wrap fullsize'   data-av_minimum_height_pc='10' data-av_min_height_opt='percent_width'><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-lxua3h-21cfd3a2068acdcad8ab4deb27b40fb9\">\n#top .hr.hr-invisible.av-lxua3h-21cfd3a2068acdcad8ab4deb27b40fb9{\nheight:20px;\n}\n<\/style>\n<div  class='hr av-lxua3h-21cfd3a2068acdcad8ab4deb27b40fb9 hr-invisible  avia-builder-el-9  avia-builder-el-no-sibling '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><div class='av-extra-border-element border-extra-diagonal border-extra-diagonal-inverse '><div class='av-extra-border-outer'><div class='av-extra-border-inner'><\/div><\/div><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-41odd31-0e56d5cb8901fcdd80d15e581679d7d7\">\n.avia-section.av-41odd31-0e56d5cb8901fcdd80d15e581679d7d7{\nbackground-color:#0d2b43;\nbackground-image:unset;\nmargin-top:0px;\nmargin-bottom:-40px;\n}\n<\/style>\n<div id='av_section_4'  class='avia-section av-41odd31-0e56d5cb8901fcdd80d15e581679d7d7 main_color avia-section-small avia-no-border-styling  avia-builder-el-10  el_after_av_section  el_before_av_section  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n<div  class='flex_column av-1iavan1-3489b1986bddd2a3bb96a8ee189bfa1f av_one_full  avia-builder-el-11  avia-builder-el-no-sibling  first flex_column_div av-animated-generic pop-up  '     ><p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-auaa0t-7932c65998471621c262e42c423ee4c6\">\n#top .hr.hr-invisible.av-auaa0t-7932c65998471621c262e42c423ee4c6{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-auaa0t-7932c65998471621c262e42c423ee4c6 hr-invisible  avia-builder-el-12  el_before_av_textblock  avia-builder-el-first '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m35bns2i-e8727408d46723b6fd450f8913d3e02b\">\n#top .av_textblock_section.av-m35bns2i-e8727408d46723b6fd450f8913d3e02b .avia_textblock{\nfont-size:17px;\n}\n<\/style>\n<section  class='av_textblock_section av-m35bns2i-e8727408d46723b6fd450f8913d3e02b '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 style=\"color: white;\">How inconsistent experiences disappoint users<\/h2>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-n14w0t-6f52a4da9cba5e4b2ee13fbf9ce45ede\">\n#top .av_textblock_section.av-n14w0t-6f52a4da9cba5e4b2ee13fbf9ce45ede .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-n14w0t-6f52a4da9cba5e4b2ee13fbf9ce45ede '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><p style=\"text-align: left;\"><span style=\"font-weight: 600;\">When using a product or service today, there is often a long chain of different touchpoints: Advertisements, the website, customer service and, of course, the product itself. From the user&#8217;s point of view, however, these touchpoints are often unconnected and inconsistent. Expectations are often raised that cannot be met later, leading to confusion or frustration.<\/span><\/p>\n<\/div><\/section><\/p><\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-3nmu7bx-f5c27b819740906f33e0e9b029908559\">\n.avia-section.av-3nmu7bx-f5c27b819740906f33e0e9b029908559{\nbackground-color:#0d2b43;\nbackground-image:unset;\nmargin-top:0px;\nmargin-bottom:0px;\n}\n.avia-section.av-3nmu7bx-f5c27b819740906f33e0e9b029908559 .av-extra-border-element .av-extra-border-inner{\nbackground-color:#f2f2f2;\n}\n<\/style>\n<div id='av_section_5'  class='avia-section av-3nmu7bx-f5c27b819740906f33e0e9b029908559 main_color avia-section-small avia-no-border-styling  avia-builder-el-15  el_after_av_section  el_before_av_section  avia-bg-style-scroll av-minimum-height av-minimum-height-10vw av-height-percent_width  container_wrap fullsize'   data-av_minimum_height_pc='10' data-av_min_height_opt='percent_width'><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-33103kt-eea1937c6ba1054dd9f079a3bfef2a03\">\n#top .hr.hr-invisible.av-33103kt-eea1937c6ba1054dd9f079a3bfef2a03{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-33103kt-eea1937c6ba1054dd9f079a3bfef2a03 hr-invisible  avia-builder-el-16  avia-builder-el-no-sibling '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><div class='av-extra-border-element border-extra-diagonal border-extra-diagonal-inverse '><div class='av-extra-border-outer'><div class='av-extra-border-inner'><\/div><\/div><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-2ggupa5-31a46e6836750adf61a24c71dbb8ca99\">\n.avia-section.av-2ggupa5-31a46e6836750adf61a24c71dbb8ca99{\nbackground-color:#f2f2f2;\nbackground-image:unset;\nmargin-top:0px;\nmargin-bottom:-40px;\n}\n<\/style>\n<div id='av_section_6'  class='avia-section av-2ggupa5-31a46e6836750adf61a24c71dbb8ca99 main_color avia-section-small avia-no-border-styling  avia-builder-el-17  el_after_av_section  el_before_av_section  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n<div  class='flex_column av-29jkial-803afc4d940da79fcca0445f1e274246 av_one_full  avia-builder-el-18  avia-builder-el-no-sibling  first flex_column_div av-animated-generic pop-up  '     ><p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-29m4o71-38034d5b42ae84c91f358d70df9f0ae8\">\n#top .hr.hr-invisible.av-29m4o71-38034d5b42ae84c91f358d70df9f0ae8{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-29m4o71-38034d5b42ae84c91f358d70df9f0ae8 hr-invisible  avia-builder-el-19  el_before_av_textblock  avia-builder-el-first '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-ttar7h-4511304baff02ee9cea4a8303353c085 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h2>With customer journey mapping to better adherence to expectations and optimized touchpoints<\/h2>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1q9d2xp-8cbeb18e82806005aede0b4092c3c7e0\">\n#top .av_textblock_section.av-1q9d2xp-8cbeb18e82806005aede0b4092c3c7e0 .avia_textblock{\ncolor:#000000;\n}\n<\/style>\n<section  class='av_textblock_section av-1q9d2xp-8cbeb18e82806005aede0b4092c3c7e0 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><p>The aim of customer journey mapping is to understand the actual user journey in detail in order to identify key moments, weak points and optimization potential. Based on these insights, we then take targeted measures with you to improve the fidelity of your journey. Our focus here is on the psychology of use during interaction at the individual touchpoints. We help you to understand the information needs and expectations with which users encounter a touchpoint, which options for action are relevant, which jumping-off points exist and with which new information needs and expectations users turn to the next step in the journey.<\/p>\n<\/div><\/section><\/p><\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1b0nztp-3bf6a9f0315c8cb6f29f917c5d54e5e1\">\n.avia-section.av-1b0nztp-3bf6a9f0315c8cb6f29f917c5d54e5e1{\nbackground-color:#f2f2f2;\nbackground-image:unset;\nmargin-top:0px;\nmargin-bottom:0px;\n}\n.avia-section.av-1b0nztp-3bf6a9f0315c8cb6f29f917c5d54e5e1 .av-extra-border-element .av-extra-border-inner{\nbackground-color:#ffffff;\n}\n<\/style>\n<div id='av_section_7'  class='avia-section av-1b0nztp-3bf6a9f0315c8cb6f29f917c5d54e5e1 main_color avia-section-no-padding avia-no-border-styling  avia-builder-el-22  el_after_av_section  el_before_av_section  avia-bg-style-scroll av-minimum-height av-minimum-height-10vw av-height-percent_width  container_wrap fullsize'   data-av_minimum_height_pc='10' data-av_min_height_opt='percent_width'><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-vul7rx-b376caedbd762e6dfc6df9401ca94036\">\n#top .hr.hr-invisible.av-vul7rx-b376caedbd762e6dfc6df9401ca94036{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-vul7rx-b376caedbd762e6dfc6df9401ca94036 hr-invisible  avia-builder-el-23  avia-builder-el-no-sibling '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><div class='av-extra-border-element border-extra-diagonal border-extra-diagonal-inverse '><div class='av-extra-border-outer'><div class='av-extra-border-inner'><\/div><\/div><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-30c70m5-2b68a1f9e706f1c06d140e6832ab03fe\">\n.avia-section.av-30c70m5-2b68a1f9e706f1c06d140e6832ab03fe{\nbackground-color:#ffffff;\nbackground-image:unset;\nmargin-top:0px;\nmargin-bottom:-40px;\n}\n<\/style>\n<div id='av_section_8'  class='avia-section av-30c70m5-2b68a1f9e706f1c06d140e6832ab03fe main_color avia-section-small avia-no-border-styling  avia-builder-el-24  el_after_av_section  el_before_av_section  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-19gkyn1-8887b302c2a7eda719853acf4b4db1fa\">\n#top .hr.hr-invisible.av-19gkyn1-8887b302c2a7eda719853acf4b4db1fa{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-19gkyn1-8887b302c2a7eda719853acf4b4db1fa hr-invisible  avia-builder-el-25  el_before_av_one_full  avia-builder-el-first '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<div  class='flex_column av-m3rcshqf-0df77784d84a01dd23774407946b51b4 av_one_full  avia-builder-el-26  el_after_av_hr  el_before_av_one_full  first flex_column_div av-animated-generic pop-up  '     ><section  class='av_textblock_section av-m35br1or-4890f0d7f1235b3591c80db7d8784e97 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h2>The main benefits at a glance<\/h2>\n<\/div><\/section><\/div><div class='flex_column_table av-5gg1tx9-8dae3f8841a461c98f65400a761e7474 sc-av_one_full av-equal-height-column-flextable'>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-5gg1tx9-8dae3f8841a461c98f65400a761e7474\">\n.flex_column.av-5gg1tx9-8dae3f8841a461c98f65400a761e7474{\nborder-radius:0 0 0 0;\npadding:20px 0 0 0;\n}\n\n@media only screen and (min-width: 990px){ \n.flex_column.av-5gg1tx9-8dae3f8841a461c98f65400a761e7474{\npadding:20px 0 0 0;\n}\n}\n\n@media only screen and (min-width: 768px) and (max-width: 989px){ \n.flex_column.av-5gg1tx9-8dae3f8841a461c98f65400a761e7474{\npadding:20px 0 0 0;\n}\n}\n\n@media only screen and (min-width: 480px) and (max-width: 767px){ \n.flex_column.av-5gg1tx9-8dae3f8841a461c98f65400a761e7474{\npadding:20px 0 0 0;\n}\n}\n\n@media only screen and (max-width: 479px){ \n.flex_column.av-5gg1tx9-8dae3f8841a461c98f65400a761e7474{\npadding:20px 0 0 0;\n}\n}\n<\/style>\n<div  class='flex_column av-5gg1tx9-8dae3f8841a461c98f65400a761e7474 av_one_full  avia-builder-el-28  el_after_av_one_full  avia-builder-el-last  first no_margin flex_column_table_cell av-equal-height-column av-align-middle 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Autoclose: 1 -->\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-2imdc8t-792a1390cd75d364cbecf91fd9149e82\">\n.avia-section.av-2imdc8t-792a1390cd75d364cbecf91fd9149e82{\nbackground-color:#ffffff;\nbackground-image:unset;\n}\n.avia-section.av-2imdc8t-792a1390cd75d364cbecf91fd9149e82 .av-extra-border-element .av-extra-border-inner{\nbackground-color:#ffffff;\n}\n<\/style>\n<div id='av_section_9'  class='avia-section av-2imdc8t-792a1390cd75d364cbecf91fd9149e82 main_color avia-section-default avia-no-border-styling  avia-builder-el-30  el_after_av_section  el_before_av_section  inclined-lines-nova avia-bg-style-scroll av-minimum-height av-minimum-height-10vw av-height-percent_width  container_wrap fullsize'   data-av_minimum_height_pc='10' data-av_min_height_opt='percent_width'><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha 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itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h2 style=\"text-align: center;\">Contact us<\/h2>\n<\/div><\/section><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m34e9n86-769e13ed52a4b112e5b51ee3b1696563\">\n#top .hr.hr-invisible.av-m34e9n86-769e13ed52a4b112e5b51ee3b1696563{\nheight:60px;\n}\n<\/style>\n<div  class='hr av-m34e9n86-769e13ed52a4b112e5b51ee3b1696563 hr-invisible  avia-builder-el-35  el_after_av_one_full  el_before_av_one_full '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-3vahwf1-4c009e3897003b64d925d3e46eca7119\">\n.flex_column.av-3vahwf1-4c009e3897003b64d925d3e46eca7119{\nborder-radius:0px 10px 10px 0px;\npadding:0 0 0 0;\n}\n<\/style>\n<div  class='flex_column av-3vahwf1-4c009e3897003b64d925d3e46eca7119 av_one_full  avia-builder-el-36  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class=\"avia-image-overlay-wrap\"><div class=\"av-image-caption-overlay\"><div class=\"av-caption-image-overlay-bg\"><\/div><div class=\"av-image-caption-overlay-position\"><div class=\"av-image-caption-overlay-center\"><p><span style=\"background-color: black;\">Florian Tress<br \/>\nSenior UX Researcher<\/span><\/p>\n<\/div><\/div><\/div><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-23117 avia-img-lazy-loading-not-23117 avia_image ' src=\"https:\/\/www.skopos-nova.de\/wp-content\/uploads\/2021\/11\/Florian-Tress_300px.jpg\" alt='Florian Tress' title='Florian Tress'  height=\"300\" width=\"300\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.skopos-nova.de\/wp-content\/uploads\/2021\/11\/Florian-Tress_300px.jpg 300w, https:\/\/www.skopos-nova.de\/wp-content\/uploads\/2021\/11\/Florian-Tress_300px-80x80.jpg 80w, https:\/\/www.skopos-nova.de\/wp-content\/uploads\/2021\/11\/Florian-Tress_300px-36x36.jpg 36w, 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class=\"hr-inner-style\"><\/span><\/span><\/div>\n<\/p>\n<\/div><\/div><\/div><!-- close content main div --><\/div><div class='av-extra-border-element border-extra-diagonal border-extra-diagonal-inverse '><div class='av-extra-border-outer'><div class='av-extra-border-inner'><\/div><\/div><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m3mu9rx4-239572b3d7792ec0634d12262bd77fc3\">\n.avia-section.av-m3mu9rx4-239572b3d7792ec0634d12262bd77fc3{\nbackground-color:#020202;\nbackground-image:unset;\n}\n<\/style>\n<div id='av_section_12'  class='avia-section av-m3mu9rx4-239572b3d7792ec0634d12262bd77fc3 main_color avia-section-default avia-no-border-styling  avia-builder-el-46  el_after_av_section  avia-builder-el-last  avia-bg-style-scroll av-minimum-height av-minimum-height-custom av-height-custom  container_wrap fullsize'   data-av_minimum_height_px='0'><div class='container av-section-cont-open' style='height:0px'><div class='template-page 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From the user&#8217;s point of view, however, these touchpoints are often unconnected and inconsistent. 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