Fat Tire Bike Tours: Customer Journey
This bicycle and segway tour company has operated throughout five European cities for nearly 20 years. Each of their services had a different name and logo, creating brand confusion as tourists traveled from one country to the next.
Identifying Personas
The tour company was well-respected and sought after in many of the locales they served, but lacked a cohesive understanding of their landscape. One of my responsibilities was to create a set of personas that would guide the project.
User Experience Map
The first phase of engagement with Fat Tire Tours was spent on user research, competitive analysis, and understanding the evolution of business goals. In order to synthesize that information and communicate it in an efficient way, I created a full-scale user experience map that detailed the customer journey from planning to interactions after a bike tour.
