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Figure 2 - uploaded by Paul Kahn
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The first phase of the customer journey map (see Appendix A for complete map)

The first phase of the customer journey map (see Appendix A for complete map)

Source publication
Conference Paper
Full-text available
This paper explores a new methodology for solving complex problems that focus on changing end-users' behavior by combining customer journey mapping and COMB analysis. This method visually representing gaps and opportunities in a sequential way aligned with barriers to behaviors, creating a unique tool that can be used by both service designers and...