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What is Journey Mapping ?

Journey mapping is a tool used to visualize the process that a customer goes through in order to accomplish a goal within the system. It helps in understanding the user’s experiences and how the system can be improved to better meet their needs.

Additional Glossary Terms

Critical Systems Heuristics

Critical Systems Heuristics (CSH), developed by Werner Ulrich, is a philosophical framework for reflective and emancipatory practice. Its core is boundary critique, using 12 boundary questions to systematically surface the

Feedback Loop

Feedback is essential to control. In a well functioning system, feedback loop are designed so that the system is brought back under control in the act of going under control.

Function

A function refers to the distinct purpose, role, or action that a component or subsystem carries out within a larger system. It is how a part contributes to the overall

Uncertainity

Uncertainty is a state of unpredictability or lack of certainty about future events, outcomes, or situations due to incomplete, ambiguous, or misunderstood information. This condition makes accurate prediction or decision-making

Action Research

The term “action research” was coined around 1944 by the social psychologist Kurt Lewin. Lewin strongly believed that research in the social sciences must serve social practice, arguing that “Research

Gestalt

The term ‘Gestalt’, originating from Germany, refers to the concept of ‘shape’ or ‘form’. It is central to a branch of psychology that highlights how the mind tends to perceive