@inbook{16311,
  author = {Jo Hannay and Kristin Fuglerud and Bjarte {\O}stvold},
  title = {Stakeholder Journey Analysis for Innovation},
  abstract = {When analysing how the information-technological innovation of a startup company is perceived to affect the market, we encountered challenges when using existing customer journey analysis frameworks. In particular, we identified a need to express critical events for technology adoption, a need to express universal access principles and a need to express journeys for multiple stakeholders in the same diagram; all in an easily readable manner. To do this, we extended an existing stripped-down customer journey framework with elements for the above aspects. We present this extended framework as a stakeholder journey framework. Based on the initial application of this framework on the startup company{\textquoteright}s innovation product, we conclude that the stakeholder journey framework aided in uncovering issues within technology adoption and universal access that would otherwise not have been addressed.},
  year = {2020},
  journal = {Universal Access in Human-Computer Interaction. Applications and Practice},
  number = {LNCS 12189},
  pages = {370{\textendash}389},
  publisher = {Springer International Publishing},
  isbn = {978-3-030-49108-6},
  editor = {Margherita Antona and Constantine Stephanidis},
}