ISS 2020 Vision Future of Service Management | Page 87

Work Journey
Arriving
at work
• Parking and
outdoor areas
Entering
the building Being in
the building
• Reception,
lobby & foyer
• Team entrance
and speedgates
• Security • Cleaning of
common areas
• Multi-function
room or area
• Service centre
• Toilets
• Gym
• Leisure facilities
• Elevators
• Stairs
Getting
hot drinks
• Hot drink
machines
• Waiting areas
• Cafés
Working
in the
building
Going for
lunch
• Canteens
• Working area
& cafés
cleaning
• Functional
working
environment
• Nordea Unlimited
• Floor host
Having
meetings,
conferences,
events
• Meeting rooms
• Catering for
meetings
• VIP restaurants
• Meeting centre
Receiving &
sending mail
& packages
• Mail & packages
• Office support
Leaving
work
• Lobby
• Parking and
outdoor areas
Figure 35: Touch points of the user journey
(source: ISS, Touchpoints@ISS 2016)
The typical user journeys for the desk-centric work style, the corridor warrior, the on-the-go-
pro and the remote worker are described in figure 35 A, 35 B, 35 C and 35 D.
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