Customer Journey Mapping · Channel handovers · Component
The removals
Handovers that were eliminated rather than improved — because one that does not happen cannot fail.
The deliverable
What it is
Improving a handover requires context transfer, training and monitoring, permanently. Removing one requires a single organisational change and then nothing.
Removal usually means widening what the first person can do, which is a question about authority and capability rather than about process.
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 candidate
Which handover could be removed.
3 attributes: Handover · What the second side does · Removable
LearnThe requirement
What removal would require.
3 attributes: Requirement · Type · Requires agreement from
LearnThe saving
What removing it produces.
3 attributes: Customer time saved · Internal effort saved · Failures avoided
Learn
Handovers are frequently the residue of an old specialisation that nobody has revisited.
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 context loss
What the receiving side does not know, and what the customer therefore repeats.
Learn