AuthorsJ. E. Hannay, K. S. Fuglerud and B. M. Østvold
EditorsM. Antona and C. Stephanidis
TitleStakeholder Journey Analysis for Innovation
AfilliationSoftware Engineering
Project(s)EDOS: Effective Digitalization of Public Sector
Publication TypeBook Chapter
Year of Publication2020
Book TitleUniversal Access in Human-Computer Interaction. Applications and Practice
Series VolumeLNCS 12189
PublisherSpringer International Publishing
ISBN Number978-3-030-49108-6

When analysing how the information-technological innovation of a startup company is perceived to affect the market, we encountered challenges when using existing customer journey analysis frameworks. In particular, we identified a need to express critical events for technology adoption, a need to express universal access principles and a need to express journeys for multiple stakeholders in the same diagram; all in an easily readable manner. To do this, we extended an existing stripped-down customer journey framework with elements for the above aspects. We present this extended framework as a stakeholder journey framework. Based on the initial application of this framework on the startup company's innovation product, we conclude that the stakeholder journey framework aided in uncovering issues within technology adoption and universal access that would otherwise not have been addressed.