Walking a Mile in the User's Shoes: Customer Journey Mapping as a Method to Understanding the User Experience


This article introduces using Customer Journey Maps (CJM) in libraries and the role mapping can play in visualizing the user’s journey in order to help library staff better understand and optimize the user’s experience. The purpose of this article is to demonstrate the importance and relevance of the mapping process for any library user experience. The article will also review findings from the Reed College Library use of mapping discovered during our own review of services and resource usage.

Internet Reference Services Quarterly
Ryan Clement
Ryan Clement
Data Services Librarian

I help students, faculty, and staff find, use, and visualize data and other information. My research interests include information and data literacy, data visualization, library assessment, and user experience/service design.