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CHAPTER TWO
User Journey Map Steakholders
“A journey map is a visualization of the process that a person goes “A stakeholder is anyone who has interest in your project or with
through in order to accomplish a goal” (Gibbons 2024). whom you need to work with in some way to complete the project
” (Gibbons 2024).
User-Centered Design(UCD)
“User-centered design(UCD) is a design approach that is built
around users and evolved according to ongoing evaluation of
those users’ needs”(Team 2021). User-centered design is mainly
divided into four stages, namely understanding users, determining
user needs, designing solutions, and evaluating.
Figure 4 Customer/user journey map (Gibbons 2024)
User Persona
“A user persona is a fictional character that represents your target
audience. Although a user persona is not a real person, it’s based
on data and facts obtained through real-life interviews, surveys
and other forms of user research” (Goldstein 2024).
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