@inproceedings{scholta:hal-03282786,
  TITLE = {{Walking a Mile in Their Shoes-A Citizen Journey to Explore Public Service Delivery from the Citizen Perspective}},
  AUTHOR = {Scholta, Hendrik and Halsbenning, Sebastian and Distel, Bettina and Becker, J{\"o}rg},
  URL = {https://inria.hal.science/hal-03282786},
  NOTE = {Part 2: E-Government Services and Open Government},
  BOOKTITLE = {{19th International Conference on Electronic Government (EGOV)}},
  ADDRESS = {Link{\"o}ping, Sweden},
  EDITOR = {Gabriela Viale Pereira and Marijn Janssen and Habin Lee and Ida Lindgren and Manuel Pedro Rodr{\'i}guez Bol{\'i}var and Hans Jochen Scholl and Anneke Zuiderwijk},
  PUBLISHER = {{Springer International Publishing}},
  SERIES = {Electronic Government},
  VOLUME = {LNCS-12219},
  PAGES = {164-178},
  YEAR = {2020},
  MONTH = Aug,
  DOI = {10.1007/978-3-030-57599-1\_13},
  KEYWORDS = {Customer journey ; User journey ; Service design ; Digital government ; Citizen journey},
  PDF = {https://inria.hal.science/hal-03282786/file/499995_1_En_13_Chapter.pdf},
  HAL_ID = {hal-03282786},
  HAL_VERSION = {v1},
}