Mapping the journey · The internal activity · Element
The invisible
What happens behind the line of visibility.
The part
What it is
Checks, approvals, preparation and coordination. Real work that produces no evidence for the customer.
The cheapest experience improvement available is usually making some of this visible rather than making it faster.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.
The other elements in the internal activity
The visible
What the organisation does that the customer can see.
LearnThe systems
What the activity depends on.
Learn