While the domain is voting, not tech, I like the Center for Civic Design's (@civicdesign ) model of the voter's journey and use it frequently to describe the difference between perceived journeys and the one actually experienced. https://civicdesign.org/the-epic-journey-of-american-voters/ …https://twitter.com/LouisSlices/status/1165923051369840640 …
Hi Louis, this talk has a bit of how we got to the journey map https://www.youtube.com/watch?v=ThnFw-rggiY … And we’d be happy to talk with you about the research that went into it.