Designing a Modeling Language for Customer Journeys: Lessons Learned from User InvolvementP&I
While numerous methods have been formalized for handling the technical aspects of Domain-Specific Modeling Language (DSML) development, user needs and usability aspects are often tackled in ad hoc manners and late in their development process. In this regard, this paper presents the development of the Customer Journey Modeling Language (CJML), a DSML for modeling service processes from the customer’s perspective. CJML targets a wide and heterogeneous group of users, making it especially challenging with respect to usability. This paper describes how an industry-relevant DSML was systematically improved 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. Then, we generalized the experience gained into lessons learned and methodological guidelines. Finally, we suggest how a service-providing organization may benefit from adopting CJML as a unifying language for documentation purposes, compliance analysis, and service innovation.
Fri 15 OctDisplayed time zone: Osaka, Sapporo, Tokyo change
23:00 - 00:00 | Modeling languages IIITechnical Papers at Room 2 Chair(s): Olivier Barais University of Rennes; Inria; IRISA | ||
23:00 20mFull-paper | On Designing Applied DSLs for Non-programming Experts in Evolving DomainsP&I Technical Papers Holger Borum IT University of Copenhagen, Henning Niss Edlund A/S, Peter Sestoft IT University of Copenhagen | ||
23:20 20mFull-paper | Designing a Modeling Language for Customer Journeys: Lessons Learned from User InvolvementP&I Technical Papers | ||
23:40 20mTalk | Uncertainty representation in software models: A surveyJ1ST Technical Papers Javier Troya Universidad de Málaga, Spain, Nathalie Moreno , Manuel F. Bertoa , Antonio Vallecillo University of Málaga, Spain |