Souce: Rosenbaum, M. S., Otalora, M. L., & Ramírez, G. C. (2017). How to create a realistic customer journey map. Business Horizons, 60(1), 143–150. https://doi.org/10.1016/j.bushor.2016.09.010
Reference: Tschimmel, K. (2012). Design Thinking as an effective Toolkit for Innovation. ISPIM conference proceedings,