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Service design in JourneyOps: the task is to create systems, not treat symptoms
Journey management identifies pain points, but solving them isn’t the goal. Service design creates systems to address root causes.
3 min read
Building rituals to enable journey management: why gathering voices is the first step
Establishing journey management rituals means gathering all voices who hold customer insights, assessing pain points, and rapidly testing.
3 min read
Bike shedding in journey management: why we love debating the small stuff
In journey management, it's easy to get trapped in trivial debates like renaming phases or debating process flow. Classic "bike shedding".
4 min read
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