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ERIC Number: EJ1141277
Record Type: Journal
Publication Date: 2017-May
Pages: 13
Abstractor: As Provided
ISSN: ISSN-0010-0870
Journey Mapping the User Experience
Samson, Sue; Granath, Kim; Alger, Adrienne
College & Research Libraries, v78 n4 p459-471 May 2017
This journey-mapping pilot study was designed to determine whether journey mapping is an effective method to enhance the student experience of using the library by assessing our services from their point of view. Journey mapping plots a process or service to produce a visual representation of a library transaction--from the point at which the student accesses a service to its final resolution. Service scenarios are identified, and maps are produced that reflect the journey from the student's point of view. The student map is then compared to an "ideal" journey, and the differences are used to explore changes that would improve the service experience.
Association of College and Research Libraries. 50 East Huron Street, Chicago, IL 60611. e-mail:; Web site:
Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Grant or Contract Numbers: N/A