Creating Action Plans
Following the identification of possible improvements to a customer journey, it is possible to create an action plan from a touchpoint.
An action plan comprises a series of actions, its objective being to reduce risks and events that have a negative impact on company activities.To create an action plan from a customer journey touchpoint:
1. Click the Step tab to access the list of steps in the customer journey.
2. Select the step to which the touchpoint concerned is connected.
3. Click the Action plan column.
A selection window appears with the list of action plans connected to the mapping of the customer journey.
To complete the list of touchpoints proposed, click Connect.4. Click Add to create a new action plan.
The new action plan is created in the list of action plans of the customer journey.
5. Change the name of the action plan.
6. Select the action plans that you want to connect to the step and click outside of the selection window pane.
The action plans selected appear in the swimlane of the step.
The list of action plans of a customer journey is accessed from the Characteristics properties window, in the Plans section.For more information on managing action plans, see Action Plans with HOPEX Business Process Analysis.