Our work with customer journeys, published in the Journal of Service Theory and Practice, has received the prestigious “Outstanding Paper of the Year” award. The paper describes earlier work in the global telecom company Telenor, establishing a best practice and a method for quality-assuring customer journeys. The conceptual and theoretical part of the paper has contributions from VISUAL.
Link to an author version of the awarded paper
Link to more information from Emerald publishing
Link to a blog post in Gemini with illustrations and pictures (Norwegian version)
The project is an innovation project supported by the Research Council of Norway.
VISUAL - a language for service design 