Omnichannel Integration · Continuity of state · Component
The visibility
Whether the person on the other side can actually see it — because passing context and using it are different.
The deliverable
What it is
Context that arrives in a system nobody looks at during the conversation has not been carried in any sense the customer experiences.
Visibility is a screen design problem more often than an integration problem, and it is cheaper to solve.
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 surface
Where the context appears.
3 attributes: Displayed in · Clicks to reach · In primary view
LearnThe summary
Whether the context is digestible.
3 attributes: Summarised · Time to read · What is highlighted
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A second window opened during a live call is a window that does not get opened.
The other components in continuity of state
The carried context
What travels with the customer between channels — smaller than it appears, which is why the project should start.
LearnThe repetition measure
How often customers have to say things twice — measurable, rarely measured, and the thing they actually notice.
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