"Journey Map Ops Unveiled: Navigating Customer Experiences with Richard, Maren, and Marc"
The Human Centered Design Podcast (Premium)
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Journey Management: Understanding and Operationalizing Customer Journeys
This chapter explores the concept of journey management, emphasizing the need to understand key customer journeys, the current customer experience, and the business goals. It discusses how journey management is broader and more multi-disciplinary than journey map ops, with a focus on ownership of different journeys and the integration of live data into maps. The chapter also highlights the new responsibilities and roles in journey map ops, including the concept of directly responsible individuals and the importance of defining roles and skill sets.
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