Designing a Modeling Language for Customer Journeys: Lessons Learned from User Involvement

Abstract

Although numerous methods have been formalized for handling the technical aspects of developing domain-specific modeling languages (DSMLs), user needs and usability aspects are often addressed in ad hoc manners and late in the development process. Working in this context, this paper presents the development of the customer journey modeling language (CJML), a DSML for modeling service processes from the end-user's perspective. CJML targets a wide and heterogeneous group of users, making it especially challenging regarding usability. This paper describes how an industry-relevant DSML was systematically improved by using a variety of user-centered design techniques in close collaboration with the target group and how their feedback was used to refine and evolve the syntax and semantics of CJML. We also suggest how a service-providing organization may benefit from adopting CJML as a unifying language for documentation purposes, compliance analysis, and service innovation. Finally, we generalize the experience gained into lessons learned and methodological guidelines.

Adapting Cyber-Risk Assessment for the Planning of Cyber-Physical Smart Grids Based on Industrial Needs

“…Moreover, we propose an approach to be used in the step "Techno-economic analysis of alternatives and assessment of risk" of the grid planning framework illustrated in Figure 1. The approach we propose is named Human and Organizational Risk Modelling (HORM), co-developed by one of the authors of this paper, and it is based on Customer Journey Modelling Language (CJML) [18]. Moreover, the main target group of HORM is SMEs, which means that the approach is also suitable for grid companies since more than half of the distribution grid companies are small companies with less than 50 people who typically do not have dedicated in-house cybersecurity experts.…”

“…HORM may be used to identify and analyze potential cyber risks, but it is intentionally not developed to estimate risks as this requires domain expertise and detailed information about the target of analysis, which is scarce in the context of grid planning, as pointed out above. We refer to the sources of HORM and CJML for further detailed explanation [18].…”