Information Systems for Environmental Sustainability

IT, Resource Productivity, Environmental Preservation, and the Fourth Industrial Revolution

Customer Journey Map for Sustainable e-Services

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Customer journey maps improve understanding of the current service experience and provide insights into improving the service. As I was preparing today’s service innovation lecture on CJM, I thought about how sustainable e-services (home energy monitoring, organizational carbon capturing, etc.) could benefit from this technique.

As one example of how it works, city administrators in Westminster UK did CJM exercises for various city services (food, transport, etc.), including e-services provided online. Findings, observations, and insights are reported below:

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Author: nigelpm

Associate Professor of Information Systems, Stephen M. Ross School of Business, University of Michigan - Helping organizations to navigate digital transformation.

One thought on “Customer Journey Map for Sustainable e-Services

  1. Pingback: CMS Implementation at Intuit « Information Systems for Environmental Sustainability

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