Moments that matter · The ending · Element
The last impression
What the customer is left with.
The part
What it is
The final message, the final interaction, the final thing they had to do. Frequently an administrative step nobody considered part of the experience.
Improving it is usually cheap and disproportionately effective.
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 endings
Which endings the journey has.
LearnThe departure
What happens when a customer leaves.
Learn