Customer Journey Mapping · Channel handovers · Component
The context loss
What the receiving side does not know, and what the customer therefore repeats.
The deliverable
What it is
Context is lost in two ways: it is not passed, or it is passed and not read. The second is more common and less visible, because the system shows that the information was there.
What matters is not the volume of context transferred but whether the receiving person actually knows the three things the customer would otherwise have to repeat.
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 lost
What does not survive the handover.
3 attributes: Lost information · Reason · Customer must repeat
LearnThe repetition
How often the customer says the same thing twice.
3 attributes: Repetitions · Cases affected · Source
Learn
Context passed and not read is more common than context not passed, and much harder to see.
The other components in channel handovers
The handovers
Every point where the customer moves between people, teams or channels — the count of which predicts the effort they experience.
LearnThe removals
Handovers that were eliminated rather than improved — because one that does not happen cannot fail.
Learn