Title:
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THE CITIZEN JOURNEY MAP TO PROMOTE THE NOTION OF UNIVERSAL DESIGN IN THE DIGITALISATION OF DEMOCRATIC PROCESSES |
Author(s):
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Magali Dubosson, Randolf Ramseyer, Antoine Widmer, Blaise Larpin and Emmanuel Fragnière |
ISBN:
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978-989-8704-26-9 |
Editors:
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Piet Kommers and Pedro Isaías |
Year:
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2021 |
Edition:
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Single |
Keywords:
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Augmented Reality, Customer Journey Map (CJM), Service Operations, e-Participation, Social Inclusion, Universal
Design |
Type:
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Short |
First Page:
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245 |
Last Page:
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249 |
Language:
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English |
Cover:
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Full Contents:
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click to dowload
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Paper Abstract:
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In this research, we have created a new model called "Citizen Journey Map" by analogy to the "Customer Journey Map"
in the context of a voting "digital experience". In order to properly design the citizen's digital journey, it is indeed crucial
to understand the cultural and socio-demographic characteristics of the Swiss population and to consider all the stages of
the various operational processes leading up to the vote (official announcement of the subject of the vote, opinion
formation, role of the media and political parties, social networks, etc.). On the basis of these characteristics identified by
field surveys, it is possible, thanks to the possibilities offered by digitization, to apply the principles of universal
(or integrative) design and thus take into account the vulnerabilities of the entire population. As a case study here, we
concentrate on one part of this citizen journey, which is the reading of the official voting documentation. This reading is
all the more difficult for those who are voting for the first time, especially young voters, and those who do not master the
national languages (French, German, Italian) perfectly. Digitization helps the reading, via a simple mobile phone or a
tablet, by a so-called "augmented reality" process. The official document is thus "increased" or completed by a series of
definitions, diagrams, translations, pictograms, etc. that allow a dynamic and simplified reading. This app contributes to
civic engagement by promoting political knowledge co-creation. This is an in-progress research since the full-scale
experiment that we intended to realize in 2020 has been postponed due the Covid. |
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