1. MAPPING THE JOURNEY.
- Author
-
Mucz, David and Gareau-Brennan, Céline
- Subjects
- *
LIBRARY users , *PUBLIC libraries , *ETHNOLOGY - Abstract
The article focuses on the ethnographic approaches of customer journey mapping (CJM) and service blueprinting (SB) used in the project at the Edmonton Public Library (EPL) in Alberta which evaluated EPL's customer experience (CX). Topics discussed include reason that CX can be difficult to grasp and evaluate, description of a CJM, and suggestions for public libraries interested in using CJM and SB. The five categories of the SB template are also mentioned.
- Published
- 2018