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From journey mapping to journey management / Jochem van der Veer / Episode #167

Service Design Show

CHAPTER

Journey Maps, Journey Management - What's the Difference?

Journey maps have been around for three decades almost. People know how to do it and their practice is around it, but the end result is a map which clearly is not the territory. So journeys are essential in journey management, but they are not the goal. You put the journey first and then you organize around it. And I think that is where today's business priorities might break down when you put the journeyfirst.

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