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Learning materials for newbies and advanced users


Here are some contents for those who are new to mobile ethnography and would like to get some help or inspiration on how to get started with ExperienceFellow.


General resources


You can find several articles on our blog: https://blog.morethanmetrics.com

You can dig into the methods and practice of researching and improving experiences here: https://learn.experiencefellow.com


Video tutorials


The researcher’s perspective: https://www.youtube.com/watch?v=8LfsiBZld4U

ExperienceFellow video tutorial: https://www.youtube.com/watch?v=Y3isR-r7RAw



Test project


Test the app to see what your customers could be using to document their experiences.

  • Download the app exp.fellow to your device

  • Open the app and scan the QR code

  • Start reporting touchpoints

Download for iOS

Download for Android



Personal demo 


Sign up for a demo and learn how to use ExperienceFellow to get out the most of your research. Our team will be there to guide you through the tool, help with the main features and answer all your questions.


Mentor session


Sign up for a mentor session, if you would like to get help or advice as you get started in your organization. Connect with our network of mentors to discuss your specific project.


Academic research


ExperienceFellow – developed for professional and scholarly research based on extensive academic research. ExperienceFellow is the result of extensive academic research. In fact, Marc (one of our co-founders) is doing his PhD on the topic of mobile ethnography – the underlying approach of ExperienceFellow. Here's a selection of articles on mobile ethnography or on research that uses mobile ethnography. If you've published some research using ExperienceFellow (or myServiceFellow as it was called 2008-2014) or you find some interesting papers on this, send us an email with the reference and link to mail@experiencefellow.com


2018

  • Bosio, B., & Prunthaller, S. (2018). Mobile Ethnography as an Innovative Tool for Customer Experience Research in Tourism - A Case of the Tourism Destination Upper Austria. ARA Journal of Tourism Research, 8(2), 7-24. -link-

  • Bosio, B., Rainer, K., & Stickdorn, M. (2017). Customer Experience Research with Mobile Ethnography: A Case Study of the Alpine Destination Serfaus-Fiss-Ladis. In: Belk, R. W. (ed.) Qualitative Consumer Research (Review of Marketing Research), Vol. 14. Emerald Publishing Limited, pp. 111 - 137. -link-

2014

  • Stickdorn, M., Frischhut, B. & Schmid, J. (2014). Mobile ethnography – a pioneering research approach for customer-centred destination management, Tourism Analysis., 491-504. -link-

  • Dimanche, F. (2014). Experiencefellow: Une application pour améliorer le design des services touristiques (Experiencefellow: An application to improve service design in tourism). Revue Espaces, 321, 61-65. -link-

  • Spangenberg, T. (2014). Development of a mobile toolkit to support research on human mobility behavior using GPS trajectories. Information Technology & Tourism. Online. -link-

  • Segelström, F. & Holmlid, S. (2014). Ethnography by design: On goals and mediating artefacts. Arts and Humanities in Higher Education, published online: 1 December 2014, DOI: 10.1177/1474022214560159. -link-

2013

  • Stickdorn, M. (2013). Mobile Ethnography – Towards a more user-centred and processual ethnographic research method to analyse customer experience, European Academy of Management (EURAM) Doctoral Consortium. (Best Paper Award) -link-

  • Stickdorn, M. & Frischhut, B. (2012). Case studies of Applied Research Projects on Mobile Ethnography for Tourism Destinations. Norderstedt: Books on Demand. -link-

  • Muskat, M., Muskat, B., Zehrer, A., Johns, R. (2013). Generation Y: evaluating services experiences through mobile ethnography. Tourism Review, 68(3), 56-71. -link-

  • Brown, S. & Hutton, A. (2013). Developments in the real‐time evaluation of audience behaviour at planned events. International Journal of Event and Festival Management, Vol. 4 Iss: 1, 43 - 55. -link-

  • Karahasanović, A. & Følstad, A. (2013). Modelling User Behaviour and Experience – The R2D2 Networks Approach.
    Design, User Experience, and Usability. Design Philosophy, Methods, and Tools, Second International Conference, DUXU 2013 Lecture Notes in Computer Science. Volume 8012, 2013, 506-515. -link-

  • Bugeaud, F., Pietyra, P., Liger, V. (2013). From Service Design to Innovation through Services: Emergence of a Methodological and Systemic Framework. Collaborative Systems for Reindustrialization, IFIP Advances in Information and Communication Technology Volume 408, 431-438. -link-

2012

  • Stickdorn, M., Frischhut, B. & Schmid, J. (2012). Mobile ethnography as a pioneering research approach for customer-centred destination management in European tourism. Travel and Tourism Research Association Annual Conference 2012 - Digital Conference Proceedings. (Best Paper Award)

  • Frischhut, B., Stickdorn, M., Zehrer, A. (2012). Mobile Ethnography as a new research tool for customer-driven destination management – A case study of applied service design in St. Anton/Austria. CAUTHE 2012 Book of Proceedings – The new golden age of tourism and hospitality, Book 2. Melbourne: CAUTHE, pp.160-166. -link-

  • Segelström, F. & Holmlid, S. (2012). One Case, Three Ethnographic Styles: Exploring different ethnographic approaches to the same broad brief. EPIC 2012, Ethnographic Praxis in Industries Conference: p. 48–62. Savannah, GA, USA. -link-

  • Brown, S. & Gunnervall, A. (2012). An event design body of knowledge research framework. Australian Event Symposium 2012, Academic Paper Proceedings. Online. -link-

  • Lewis, A. & Simmons, M. (2012). P2P Carsharing Service Design: Informing User Experience Development. Thesis, School of Engineering, Blekinge Institute of Technology, Karlskrona, Sweden. Online. -link-

  • Melles, G. (2012). Smartphone Ethnography/Ethnomethodology for Design. OzCHI 2012 conference proceeding. Online. -link-

2011

  • Dimanche, F. (2011). Marketing Tourism Services – Towards the Application of Service Design Thinking, ATMC 2011, online. -link-

2010

  • Stickdorn, M. & Schneider, J. (2010). This is Service Design Thinking. Amsterdam: BIS Publishers. -link-

  • Stickdorn, M., & Zehrer, A. (2010). „Service Design for tourism SMEs – The concept of service design and its application on the Alpine Zoo in Innsbruck, Austria“. ServDes – Conference for Service Design and Innovation, online: http://www.servdes.org/pdf/stickdorn-zehrer.pdf. -link-

  • Stickdorn, M., & Zehrer, A. (2010). Mobile ethnography: How service design aids the tourism industry to cope with the behavioral change of social media. Touchpoint – The Journal of Service Design, 2(1), pp. 82-85. -link-

  • Stickdorn, M., Grabmueller, A., Zehrer, A., & Siller, H. (2010). Service Design im Tourismus – Die Erfassung der touristischen Kontaktpunktkette durch mobile Ethnographie. 4. Forschungsforum der österreichischen Fachhochschulen. Pinkafeld: FFH, pp. 204-209. 

2009

  • Stickdorn, M., Zehrer, A. (2009): “Service Design in Tourism – Customer Experience Driven Destination Management”, Proceedings of the First Nordic Conference on Service Design and Service Innovation, online: www.aho.no/servicedesign09. -link-

  • Stickdorn, M., Schneider, J. (2009): “myServiceFellow: gaining genuine customer insights”, Proceedings of the First Nordic Conference on Service Design and Service Innovation, online: www.aho.no/servicedesign09. -link-





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