SysFEAT - Systemic Framework for Enterprise Architecture & Transformation

CLASS OF CLASS OF INDIVIDUAL - Customer Journey

Description

A Customer Journey is the complete sum of experiences that Customers go through when interacting with the company ( Touch Point). Instead of looking at just a part of a transaction or experience, a Customer Journey documents the full experience of being a Customer.

Functional Domain: Product & Customer Experience

Product & Customer Experience domain describes the overall impression Customers have of the company based on their interactions across multiple Touch Points (CX: customer experience) as well as the perception Customers have of the enterprise's Product based on their engagement with the Products (PX: product experience).

External references

OMG - BACM - CustomerJourney

OpenGroup - OAA - Definition - Customer Journey

Super Types

Customer Activity (from partition: Structural Partition of Customer Activity)

Dictionary

Dictionary of SysFEAT concepts

Framework Mapping

HOPEX Solution Map : Customer Journey
SysFEAT Outcome Centric Model : Journey & Experience

RELATIONSHIPS

Simple Graph Graph & Inheritance Table

Simple Graph

Composition: ➝ Classification: ➝ Specialization: ➝ Instance Of: --> Enumerated definition: ➝ Syntax: ➝

Graph & Hierarchy

Composition: ➝ Classification: ➝ Specialization: ➝ Instance Of: --> Enumerated definition: ➝ Syntax: ➝

Relationship Table

Relationship	Cardinality	Target Entity	Source Entity	Description
Categorizing Business Line	[*..0]	Business Line	Customer Journey
Customer Journey Category	[*..0]	Customer Journey Category	Customer Journey	A categorization of Customer Journeys.
Sequence	[*..0]	Behavioral Event	Customer Journey
Touch Point	[*..0]	Value Proposition	Customer Journey	A Touch Point describes an interaction point between a persona and an enterprise where a Business Capability is exposed as a Value Proposition to the persona as a means to achieve its Job-to-be-done.
Sub Customer Journey	[*..0]	Customer Journey	Customer Journey	A client sub-journey is a client journey resulting from another client journey. It is used to describe the hierarchy of journeys. Like any client journey, it describes interactions between the enterprise and a persona for a given result.
Phase Status	[*..0]	Customer Journey Phase	Customer Journey	A phase context defines the context for carrying out the action plan. It is used to schedule the phases for a single client journey.
Customer Journey Step	[*..0]	Job-to-be-done	Customer Journey	A client journey step is the basic elementary advancement unit of a client via a client journey phase.

SERIALIZATION FORMAT

TEXTUAL SYNTAX RDF

File: d170d6a25be734ed.rdf

SEMANTIC TAXONOMY

Sub-Types Super-Types

SUB-TYPES

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