Service journeys as boundary objects in participatory processes for multi-stakeholder engagement: The case of the easyrights journeys

Design disciplines are increasingly using journeys as a tool that addresses multiple purposes. Also known Journey Maps, User Journey, Customer Experience or Service they represent the interaction of person with product service step-by-step. This compilation data reveals valuable insights for companies, organizations, decision-makers, managers, and service-owners to empathize their users, triangulate pain points identify opportunities improvement innovation. Consequently, it is easy understand popularity this method. paper describes case use in easyRights project presents value boundary objects; common artifact facilitated members various groups stakeholders, affording collaborative knowledge collection, generation, distribution – traditionally attributed objects but also complementary strategies like identification opportunities, management generation concurrence around such knowledge.