Making and Playing with Customer Journeys

This chapter contains sections titled: 1 Introduction, 2 Background, 3 Service-Based Experience Design Journeys, 4 Participatory Design and Tools, 5 Journey Touchpoints, 6 Pinball Customer Flow, 7 Playing with Restructuring, 8 Playing with User Perspectives, 9 Discussion, 10 Implications for Service-Based Experience Design and Participatory Design Practice, Acknowledgments, References