What are the best practices for conducting a library customer journey mapping (CJM) exercise?
Library customer journey mapping (CJM) is a powerful tool to understand and improve the experiences of your library users. CJM helps you visualize the steps, emotions, pain points, and opportunities that your customers encounter when they interact with your library services and resources. By conducting a CJM exercise, you can identify gaps, prioritize improvements, and design solutions that meet your customers' needs and expectations. In this article, we will share some best practices for conducting a CJM exercise in your library.