Customer Journey Mapping · Channel handovers · Component
The handovers
Every point where the customer moves between people, teams or channels — the count of which predicts the effort they experience.
The deliverable
What it is
The number of handovers is one of the better available predictors of perceived effort. Each one is a chance for context to be lost and for the customer to repeat themselves.
Handovers are invisible to the organisation because each side sees only its half. Counting them requires following one case end to end.
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 frequency
How many customers pass through each.
3 attributes: Customers affected · Volume per period · On main path
LearnThe total
How many handovers a typical customer experiences.
3 attributes: Handovers per journey · Previous count · Trend
Learn
No single team sees more than two handovers. Counting them requires following one case end to end.