An Enriched Customer Journey Map: How to Construct and Visualize a Global Portrait of Both Lived and Perceived Users’ Experiences?
Round 1
Reviewer 1 Report
The article tackles a very pertinent issue. The approach of measuring the “user’s unconscious cognitive and emotional reactions while interacting with a system” is the key of the article. We congratulate the authors for their choice to explore such an important and needed subject.
Some minor changes are required concerning the form of the article.
Some coherence about the lettering is needed, along the article and footnotes. The inserted images are difficult to read and to understand. We suggest more qualified images, and the most important ones must offer a legend to explain the information / results presented. The legends within the graphics must be coherent with the legend of the figure of the graphic. By opposite, the tables are too big and the fact of using two pages disturbs the reading. The tables must be renumbered, first appears table2 and some pages after the number 1. The table number 3 does not exists. The information of the table numbered as 1, does not present an easy reading because of the table format.
Author Response
All your comments have been taken into consideration. The Tables and Figures have been reviewed.
My only doubt is about the legend of the CJM. They are part of the texts.. should I add a table that summarize the different parts of the Maps?
Thank you so much for your comments.
Author Response File: 
Author Response.docx
Reviewer 2 Report
The paper focuses on important tools used in design thinking although it can be seen as going too far in-depth of being of practical value.
I found the paper interesting and that it focused on in-depth research on the two most important tools currently used in design thinking.
Author Response
The tables and figures have been reviewed and changed.
The legend of the most important figures (i.e.CJM - Customer Journey Maps) are part of the texts. Should I add it in form of a table?
Thank you so much for all your comments.
Author Response File: Author Response.docx
