Cruickshank, Peter (2011) Customer journey mapping. Technical Report. Smart Cities Project.
Available under License Creative Commons Attribution Non-commercial.
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Public services need to adapt to the needs of their customers, the citizens. Often new e-services are technology-initiated, but Smart Cities start with the user. This document places the customer journey mapping (CJM) process in the context of customer insight and business process improvement and provides practical guidelines on how to make the most of CJM.
|Item Type:||Monograph (Technical Report)|
|Uncontrolled Keywords:||Codesign; e-government; smart cities;|
|University Divisions/Research Centres:||Edinburgh Napier University, Institute for Informatics and Digital Innovation|
|Dewey Decimal Subjects:||300 Social sciences > 350 Public administration & military science|
|Library of Congress Subjects:||H Social Sciences > HT Communities. Classes. Races|
|Depositing User:||Computing Research|
|Date Deposited:||27 Sep 2012 12:56|
|Last Modified:||26 Nov 2012 10:38|
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