HOPEX Business Process Analysis > The customer journey > Managing the Components of a Customer Journey
Managing the Components of a Customer Journey
 
Describing persona and persona groups
Defining persona hierarchy
Creating a persona
Specifying the fulfillment of a persona
Specifying the expectations of a persona
Using Business Lines
Creating a business line
Connecting a business line to a customer journey
Building a customer journey
Creating a customer journey
Creating a customer journey group
Creating a mapping of the customer journey in tabular entry mode
Defining the customer journey phases in tabular input mode
Describing the Steps of a Customer Journey
Creating the customer journey steps in tabular input mode
Organizing the customer journey steps in tabular input mode
Defining the channels in a customer journey
Client Expectations and Painpoints
Adding persona expectations to customer journey mapping
Defining customer painpoints
The Touchpoints of a Customer Journey
Creating an involved resource in a customer journey
Defining the business capabilities of a customer journey
Defining the business opportunities of a customer journey
Identifying a Moment of truth
Creating an Action Plan for a Customer Journey