Overview:
The user journey concept is a fundamental notion in ACROSS, as the platform strives to provide an integrated, workflow-based, hassle-free cross-border service user experience.
Role and description:
The User Journey Modelling Tool (UJMT) supports the creation and exchange of ACROSS user journeys as digital artifacts. The UJMT is aimed not at end-users but at modellers - expert users who think about and design the user journeys.
A modeller’s task is to plan in which combination and ordering an end-user (citizens) will need to access the services offered through the ACROSS platform in a specific situation (or use-case). Modellers have expert knowledge about the available services, but they are not expected to have in-depth IT expertise – therefore workflow modelling with the UJMT does not require programming skills but largely amounts to drawing a diagram.
By the UJMT, a modeller is enabled to interactively create abstract, graphical models of the service workflows the end-users will be able to go through (using the ACROSS Citizen WebApp) in each user journey. Just like e.g. an office document or a design sketch, each modelled user journey is stored in a suitable machine-readable presentation and can be iteratively developed and exchanged between different modellers.
When finished, it can be transferred into “production” by “publishing” it, i.e. submitting it from the UJMT to the ACROSS User Journey Service Engine (UJSE).
The reason why:
This component, in collaboration with other ACROSS subsystems, enables the orchestration and actual execution of the specified service workflow. Supported by the UJSE, the end user can select, start, use, and monitor the progress of each user journey workflow he or she wants to use through the ACROSS Web/Mobile App.
The UJMT has been implemented based on a carefully selected and powerful open-source package which has been substantially modified and extended, and then integrated into the service-oriented ACROSS architecture.
Developed by:
Fraunhofer FOKUS