Skip to Main Content

Blog

Customer Journey Mapping — Where to Begin — Part 2 Connecting the Business Architecture

rpa-big

In part 1 of this series, we talked about how to identify and catalog your various customer experiences into journeys. Now that our journeys are identified and mapped, we are ready to move on to the next step, creating the relationships to our business architecture.

2. Connect the dots between your customer experience and business architecture.

Remember — a Customer Journey is merely a process that focuses on the customer point of view. If we have a process centric platform in place, we can now identify and relate the internal processes that are required to support that journey.

Close collaboration between your stakeholders, business analysts, and Business Process Management (BPM) team is required here.

  • Helpful Hint: Workshops and collaboration with your customers / stakeholders who understand the process are key to breaking down the moments in your overall journey.

BPM and Process Knowledge Management platforms can really help here. The iGrafx platform provides a variety of Business Objects to help organizations clearly track relationships between Customer Experience, Internal Process, Resources, Systems, Regulatory or Operational Risk, Mitigating Controls, all the way to Corporate Strategy. Without them, our journeys are nothing more than pretty pictures on a wall with no real way to visualize their requirements or how they truly flow. In addition, making or suggesting experience improvements are best guesses rather than rooted in actual data.

Figure 1 Customer Journey with related Business Architecture

With our processes and journeys now documented and aligned we can begin to look at how to effectively monitor and measure various Key Performance Indicators (KPIs) to ensure we are meeting both our internal and external expectations. That will be the topic of the next article.

Figure 2 Journey Moment with connected Business Architecture

Related Posts

Highlights from the IDG Webcast – Part 2

  • clock 30. April 2021
  • author-icon Robert Thacker
  • 0 comments

Recently, iGrafx hosted a webcast with IDG. During this webcast, we assembled three industry experts to talk about the current state of transformation, why some...

Read More

A Unique Moment for Transformation

  • clock 27. April 2021
  • author-icon Charles Araujo
  • 0 comments

Charles Araujo is a best-selling author and a pioneer in digital transformation. In one of his recent articles he discusses the company's chances to transform...

Read More

Lock it in – iGrafx 17.8: Making your Processes Audit-Proof

  • clock 10. March 2021
  • author-icon Robert Thacker
  • 0 comments

If you have ever been through a process audit, you know what a challenge it can be to gather all the necessary documentation. Not only...

Read More

Leave a Reply

Your email address will not be published. Required fields are marked *