Journey Map Hierarchies: How to operationalise journey mapping across organisational silos
16 Nov 2021
The Digital Customer
Unfortunately, silos persists in agile-land. Agile projects often still lack a shared language, mutual tools, or a common perspective between all involved teams and departments. Each organizational silo, such as teams, departments, disciplines, work in a different way with a dedicated language and incompatible set of software tools. Journey maps can be used as a visual management tool connecting the silos of your organization. They enable you to see how all (CX-related) projects and initiatives in your company impact your customers’ experience on one map. Building a hierarchy of maps helps to zoom into details, find overlaps and contradictions between projects at an early stage and thus helps an organisation to save time and money.
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