Customer Journey Framework
Customer Journey Framework is special. It defines all the customers' interactions with your company. It also divides them into set of steps and phases. Each step briefly describes its minimum standards = what should be done or met at that point.
Once you define Customer Journey Framework, you can create a Hero Journey as an ordered list of chosen interactions from the framework. Each column of Hero Journey is therefore bound to a specific interaction. Creating journeys will help you break down the worst interactions and rapidly improve customer experience.
Sometimes you will find a need to play around without touching the framework or any other Hero Journeys. Then a free-form item is exactly what you need. It is also the best choice for presentation purposes.
LIbrary of Customer Experience Principles
Each interaction defines a set of Customer Experience Principles, which should be met when using the interaction in a Hero Journey. A brand standard is usually defined from the customers' perspective. The unified customer experience comes from implementing the same set of principles and standards across all the usages of the interaction.
Any change in the framework can cause breaking changes in the Hero Journeys. Our guide carefully watches what changes are made and lets you know, when there is a potential of breaking any bound Hero Journey. Some of the changes can only be informational, but some will definitely require user input, in order to maintain unified customer experience.
Clone the items
Do you need to play around with a copy of the Hero Journey? Or maybe you need another bound Hero Journey, but with only small modifications? Perhaps you need to have another copy of the whole framework with all bound journeys. Don't worry. Our clone functionality covers all these cases and much more.