Research Output

Customer journey mapping.

  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.

  • Type:

    Technical Report

  • Date:

    30 November 2010

  • Publication Status:


  • Publisher

    Smart Cities Project

  • Library of Congress:

    HT Communities. Classes. Races


Cruickshank, P. (2010). Customer journey mapping



Codesign; e-government; smart cities;

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