Customer Journey · Their own process · Component
The phases
The stages of the customer’s own work, in their order and under their names, with what each one has to produce before the next can begin.
The deliverable
What it is
Phases are recorded in the customer’s language, not translated into yours. An industry that calls a stage the programme phase will not recognise it renamed as consideration, and the translation is where the map stops being usable in a conversation with them.
What ends a phase is an artefact rather than a date. A brief is approved, a drawing set is issued, a tender is published. Recording the artefact is what lets anyone say which phase a live project is actually in, which is the question the map exists to answer.
The deciding role usually changes between phases. Treating the process as one long negotiation with one counterpart is the error this element exists to prevent.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The sequence
Each phase in order, named as the customer names it.
4 attributes: Phase · Position · Typical length · Segment
LearnWhat it produces
The artefact the phase has to deliver before the next one starts.
3 attributes: Phase · Artefact · Produced by
LearnWho decides
The role that settles the phase, which is rarely the same role twice.
4 attributes: Phase · Deciding role · Organisation · Source
Learn
Record what each phase must produce. The artefact says which phase a live project is in; the name does not.
The other components in their own process
The requirements
The standards, specifications and obligations the customer has to satisfy, who imposes each, and the phase at which it stops being negotiable.
LearnWhere you enter
The points at which a supplier can actually enter the customer’s process, and what can be changed at each — influence, specification, or delivery against a decision already taken.
Learn