Moments that matter · The ending · Element
The endings
Which endings the journey has.
The part
What it is
Completion of an episode, end of a contract, and departure. Each is an ending and each is remembered.
Most organisations design the first and neglect the other two.
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 ending
The departure
What happens when a customer leaves.
LearnThe last impression
What the customer is left with.
Learn