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Create Clear & Actionable Journeys with the 5x12 Framework

Service Design Show

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Navigating Journey Mapping Challenges

This chapter explores the complexities of member retention in a subscription-based service design community through the lens of journey mapping. The discussion highlights the need for actionable insights rather than static representations, emphasizing cross-functional collaboration and the simplification of journey maps. The speakers detail their experiences transitioning from conceptual platforms to structured tools, focusing on high-level overviews and the importance of clarity in decision-making.

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