Customer journey mapping (2011)
Report
Cruickshank, P. (2011). Customer journey mapping

Public services need to adapt to the needs of their customers, the citizens. Often new e-services are technology-initiated, but Smart Cities start with the user. This document places the customer journey mapping (CJM) process in the context of custom... Read More about Customer journey mapping.

Co-design in Smart Cities (2011)
Report
Cruickshank, P., & Deakin, M. (2011). Co-design in Smart Cities

This report brings together the different experiences and perspectives of Smart Cities partners who have used different forms of co-design. These are then linked to the findings from an evaluation of co-design in Smart Cities that was carried out by... Read More about Co-design in Smart Cities.