Mapping the journey · The invisible parts · Element
The assumptions
What the customer believes is happening.
The part
What it is
During invisible periods customers construct an explanation, and it is usually less favourable than the truth.
This is why a status message costs nothing and improves the experience more than a faster process would.
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 invisible parts
The offstage
What the customer does between interactions.
LearnThe others involved
Who else affects the outcome.
Learn