A customer journey map (CJM) is a widely used tool to represent user experience with a service. Although numerous companies have used this tool to improve existing services or to develop new services, the maps are neither consistent nor mutually compatible because no clear design process for a CJM has been presented. This study aimed to develop a design process and rule sets for a CJM based on a human factors approach. The 10-step process and the rule sets were built on case studies of 25 categories of mobile services. Large-scale case studies were conducted with mobile service providers and combined with the result of a user diary method that collected users' daily activities and the difficulties that the user perceived when performing a task. We suggested various methods for using the CJM to generate new service opportunities. The proposed design process and the way for opportunity discovery can help service designers to develop unified CJMs and to identify innovative service ideas. C 2016 Wiley Periodicals, Inc.
In this study, a microstructural investigation was conducted on the cracking phenomenon occurring during strip casting of an AISI 304 stainless steel. Detailed microstructural analyses of the cracked regions showed that most of the cracks were deep, sharp, and parallel to the casting direction. They initiated at the tip of dendrites and propagated along the segregated liquid films between primary dendrites, indicating that they were typical solidification cracks. This cracking phenomenon was closely related to the inhomogeneous solidification of cast strips, represented by depressions, i.e., uneven and somewhat concave areas on the strip surface. The depressions, which were unavoidable in flat rolls due to the presence of a gas gap between the roll and the cast strip, were finely and evenly distributed over the cast strip surface by intentionally providing homogeneous roughness on the roll surface; then, the number and size of cracks were considerably reduced. In addition, the nitrogen gas atmosphere, which retained high solubility in the melt during cooling and good wettability with the roll surface, was successfully used to prevent cracking, because the thickness of the gas gap was minimized.
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