Omnichannel Integration · The seams · Component
The accepted
Seams the organisation has decided not to close — recorded explicitly, so they stop being raised at every review.
The deliverable
What it is
Some seams are not worth closing. Accepting them explicitly saves the effort of re-arguing them and allows attention to go elsewhere.
An accepted seam should still be mitigated where possible: a warning, a signpost or an apology costs almost nothing and changes how it is experienced.
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 mitigation
What reduces the impact without closing it.
3 attributes: Mitigation · Cost · Effect
Learn
A seam the customer was warned about is experienced very differently from the same seam unannounced.