Moments that matter · The peaks · Element
The lows
The worst moments in the journey.
The part
What it is
Identified by asking customers what was most frustrating, which produces short and consistent answers.
Frequently a waiting period, a repeated explanation or a moment of uncertainty rather than an outright failure.
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.