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Customery Journey - Enhancing customer experience on Noord Beveland
In 2021, Tourism Management students from Hogeschool Zeeland conducted research to map the customer journey of visitors to Noord-Beveland, Zeeland. They focused on families and 60+ travelers, using surveys and field visits to identify key experiences. The findings helped create detailed personas and customer journeys, offering insights for improving the island’s tourism strategy
About this project
| Start date: | 02/03/2025 |
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| Project description: | This project, initiated on May 19, 2021, by Tourism Management students at Hogeschool Zeeland, aimed to map out the customer journey of visitors to Noord-Beveland, a picturesque island in Zeeland, the Netherlands. The goal was to better understand how tourists experience the destination from planning to the post-visit reflection. By studying two key visitor groups—families and seniors—the students gathered insights through site visits and surveys to offer recommendations for improving tourism services and experiences on the island. |
| Outcomes: | The project successfully identified key aspects of the customer journey, from discovering Noord-Beveland online to experiencing it in person. It produced two detailed personas representing families and seniors, explored customer touchpoints, and offered actionable recommendations on how the island could enhance visibility, hospitality, and the overall tourist experience. The outcome includes detailed customer journeys for both target groups, along with suggestions for local stakeholders to improve services and promotions. |
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