Customer Journey Mapping · Redesign · Component
The changes
What is being changed in the journey, and where — kept to a few, because three that happen beat thirty documented.
The deliverable
What it is
A journey map produces a long list of possible improvements. Attempting all of them produces none, because each crosses a function and needs authorisation.
Three changes with owners and dates is a redesign. Thirty on a wall is a workshop output.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The expected effect
What the change should produce.
3 attributes: Expected effect · Measure · Within
LearnThe not doing
What was identified and is not being changed.
3 attributes: Finding · Reason · Revisit
Learn
Three changes with owners and dates is a redesign. Thirty on a wall is a workshop output.
The other components in redesign
The internal requirement
What has to change inside the organisation for it to happen — because a journey change with no internal change attached will not.
LearnThe measurement
Whether the specific moment actually improved — rather than whether overall satisfaction moved, which is too noisy to attribute.
Learn