Customer Journey Mental Load Calculation for Stepwise Evaluation
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Solution Overview
Problem
Existing customer journey evaluation methods fail to consider the mental load of individuals, leading to inefficient resource allocation and potential overload, particularly in marketing strategies and service design.
Innovation Solution
A calculation system that calculates mental load amounts and bandwidths for each step in a customer journey, allowing for the evaluation and optimization of mental load distribution across steps, thereby supporting informed service design and resource allocation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If customer journey evaluation is performed based on accumulated customer information, then the evaluation can be conducted using available data, but the mental load of the customer is not considered leading to incomplete evaluation
Solution Approach 1:
The system pre-calculates and stores mental load amounts for each step in a customer journey before actual evaluation occurs. This preliminary action allows the evaluation process to access pre-computed mental load data, ensuring that mental load information is available and integrated into the evaluation without adding complexity to the real-time analysis process.
Solution Approach 2:
The system introduces mental load amount as an intermediary parameter that bridges the gap between traditional customer information and comprehensive customer journey evaluation. By calculating and incorporating mental load amounts for each step, the system creates a new dimension of information that enriches the evaluation without directly modifying the existing customer information structure.
2Measurement precision
If mental load calculation is performed for each step in customer journey, then the evaluation becomes more comprehensive, but the system complexity increases
Solution Approach 1:
The system divides the customer journey into discrete steps and calculates mental load amounts for each individual step rather than treating the journey as a whole. This segmentation allows for more precise measurement of mental load at each stage while enabling modular processing that reduces overall system complexity through divide-and-conquer approach.
Solution Approach 2:
The system automatically calculates and stores mental load amounts for each step without requiring manual intervention or complex real-time computation during evaluation. By pre-computing these values and storing them in a database, the system eliminates the need for complex real-time mental load analysis, thereby reducing system complexity while maintaining measurement accuracy.
3Productivity
If mental bandwidth is calculated based on mental load amount, then resource allocation can be optimized, but the calculation process becomes more complex
Solution Approach 1:
The system transforms the abstract concept of mental capacity into a quantifiable parameter called mental bandwidth, which is derived from mental load amount through a defined calculation process. By establishing this parameter relationship (mental bandwidth = function of mental load amount), the system enables optimized resource allocation while maintaining manageable calculation complexity through parameter transformation rather than complex modeling.
Data Source
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AI summary
To consider a mental load of a target person in evaluation of a customer journey. A calculation system includes a first mental bandwidth calculation unit that calculates, based on a first mental load amount indicating a degree of a mental load in a first target person required to pass each of a plurality of steps of a first customer journey, for each of the plurality of steps included in the first customer journey, a first mental bandwidth indicating a degree of a mental load with which the first target person is capable of passing the step, a step acquisition unit that acquires each of a plurality of steps of the second customer journey, a second mental load calculation unit that calculates, based on the first mental load amount, a second mental load amount of the second customer journey, and a second mental bandwidth calculation unit that calculates, based on the first mental bandwidth, a second mental bandwidth indicating a degree of a mental load with which a second target person of the second customer journey is capable of passing the step.