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Evaluation of a modelling language for customer journeys

Abstract

We report on an evaluation of the Customer
Journey Modelling Language (CJML) for documenting and
visualizing a service process from the customer's perspective. The
target group is employees in service organizations. We present a
modelling toolkit and a scenario-based procedure that was used
during the experiment with 48 target users. The purpose was to
assess the applicability of CJML when introduced to new users.
The participants were able to utilize CJML in a collaborative
setting after a short training session. Overall, CJML was perceived
as intuitive and useful by a large majority of the participants. A
high precision level was obtained in more than 50% of the models
produced during the experiment. Still, the analysis reveals the
need for better guidance on delineation of process steps. We
discuss validity of the results, and further work required to
improve CJML.
Keywords—CJML;

Category

Academic chapter/article/Conference paper

Client

  • Research Council of Norway (RCN) / 219606

Language

English

Author(s)

Affiliation

  • SINTEF Digital / Software and Service Innovation

Year

2016

Publisher

IEEE

Book

2016 IEEE Symposium on Visual Languages and Human-Centric Computing, 4-8 September, 2016

ISBN

978-1-5090-0253-5

Page(s)

40 - 48

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