Cristin-resultat-ID: 1946603
Sist endret: 18. oktober 2021, 10:22
Resultat
Vitenskapelig foredrag
2021

Designing a Modeling Language for Customer Journeys: Lessons Learned from User Involvement

Bidragsytere:
  • Ragnhild Halvorsrud
  • Costas Boletsis og
  • Enrique Garcia-Ceja

Presentasjon

Navn på arrangementet: MODELS 2021: ACM/IEEE 24th International Conference on Model Driven Engineering Languages and Systems (MODELS)
Sted: Virtual / Fukuoka
Dato fra: 15. oktober 2021
Dato til: 15. oktober 2021

Arrangør:

Arrangørnavn: ACM/IEEE

Om resultatet

Vitenskapelig foredrag
Publiseringsår: 2021

Beskrivelse Beskrivelse

Tittel

Designing a Modeling Language for Customer Journeys: Lessons Learned from User Involvement

Sammendrag

Although numerous methods have been formalized for handling the technical aspects of developing domain-specific modeling languages (DSMLs), user needs and usability aspects are often addressed in ad hoc manners and late in the development process. Working in this context, this paper presents the development of the customer journey modeling language (CJML), a DSML for modeling service processes from the end-user’s perspective. CJML targets a wide and heterogeneous group of users, making it especially challenging regarding usability. This paper describes how an industry-relevant DSML was systematically improved by using a variety of user-centered design techniques in close collaboration with the target group and how their feedback was used to refine and evolve the syntax and semantics of CJML. We also suggest how a service-providing organization may benefit from adopting CJML as a unifying language for documentation purposes, compliance analysis, and service innovation. Finally, we generalize the experience gained into lessons learned and methodological guidelines.

Bidragsytere

Ragnhild Halvorsrud

  • Tilknyttet:
    Forfatter
    ved Software and Service Innovation ved SINTEF AS
Aktiv cristin-person

Konstantinos Boletsis

Bidragsyterens navn vises på dette resultatet som Costas Boletsis
  • Tilknyttet:
    Forfatter
    ved Software and Service Innovation ved SINTEF AS
Aktiv cristin-person

Enrique Alejandro Garcia Ceja

Bidragsyterens navn vises på dette resultatet som Enrique Garcia-Ceja
  • Tilknyttet:
    Forfatter
    ved Software and Service Innovation ved SINTEF AS
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