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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

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

Cybernetics

Cybernetics is a transdisciplinary science focused on “control and communication in the animal and the machine”. Coined by Norbert Wiener in 1948, the term is derived from the Greek word

Holons

A holon is something that is simultaneously a whole and a part.

Hierarchies

Systems are generally complex wholes made up of smaller subsystems. This nesting of systems within other systems is what is implied by hierarchy.

Epistemology

Epistemology is a branch of philosophy that explores the nature of knowledge. It focuses on understanding the processes through which we acquire knowledge and evaluating the factors that influence the

Feedback

Feedback involves the return of part of the system’s output as input, creating a loop of information or action that can influence the system’s behaviour. Feedback can be either positive