Customer Journey Mapping · Redesign · Component
The measurement
Whether the specific moment actually improved — rather than whether overall satisfaction moved, which is too noisy to attribute.
The deliverable
What it is
Overall satisfaction moves for many reasons and rarely enough to attribute to one change. Measuring at the moment gives a readable signal.
The measure should be behavioural where possible — completion, repeat contact, time taken — since those move before attitudes do.
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 moment measure
What is measured at the changed moment.
3 attributes: Measure · Before · After
LearnThe attribution
Whether the change caused the movement.
3 attributes: Design · Confounders · Confidence
Learn
Overall satisfaction moves for too many reasons. Measure at the moment you changed.
The other components in redesign
The changes
What is being changed in the journey, and where — kept to a few, because three that happen beat thirty documented.
LearnThe internal requirement
What has to change inside the organisation for it to happen — because a journey change with no internal change attached will not.
Learn