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;
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;