Titlebook: HCI International 2021 - Late Breaking Posters; 23rd HCI Internation Constantine Stephanidis,Margherita Antona,Stavroul Conference proceedi

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Using Verbatims as a Basis for Building a Customer Journey Map: A Case Studyin the academic and industrial domains; practitioners still present questions about how to model this diagram. Customer Journey Maps are typically generated from the Personas technique, which is generally created by interviews or observations. On the other hand, many organizations employ a tool call