The framework unlocks a whole new way to manage your customer experience. From this one overview you are now able to track, filter, and compare all your journeys and the progress being made to improve them. This guide explains how to use a framework to its fullest advantage, and covers the following topics:
- How the framework view helps you to manage customer experience
- Track performance and progress from the framework overview
- Track performance and progress from the board overview
If you haven’t set up a framework yet, have a look at our guide on creating a journey framework.
How the framework view helps you to manage customer experience
The framework helps you to do three things:
- Create overview: The framework view provides you with a birds-eye overview of all your journey boards, listing the journeys, opportunities, and solutions in them. From this overview, you can easily zoom in to individual journeys and insights.
- Identify blind spots: The board thumbnails help you to identify blind spots; you might realize that there are some parts in your framework that you’ve mapped thoroughly, while others might have been overlooked. The framework overview gives you the opportunity to pick your next area to research strategically instead of by gut feel.
- Promote collaboration and prevent double work: The framework provides you with a solid structure to keep track of all your journeys. Boards and stages help you to place journeys at the right moment in the lifecycle, while board lanes help you keep track of different journey variations. This helps your teams to connect all their journeys in the right place, which prevents double work and promotes collaboration. Anyone can easily have a look to see what’s already there, use it as inspiration, and add their own insights.
- Effective project management: The framework view provides a quick overview of the performance of all your journeys. This in turn helps to pinpoint where improvement is needed most. Furthermore, it also shows the progress being made on any opportunities or solutions within journey boards. This in turn helps you to pinpoint how work is progressing to improve journeys, as well as helping to identify opportunities or solutions to pick up next.
Track performance and progress from the framework overview
In the framework overview, the empathy curve and board thumbnails help you to get a birds-eye overview of the performance of your journey framework. There are several elements you can do in this view.
Track performance using the empathy graph
On top of the framework view you find the empathy graph. This graph shows the average empathy score for all journeys in a journey board. Use this graph to get a quick indication of how your journeys are performing across your boards, and where you might need to focus your attention.
The dot indicates the average, while the sticks indicate the distribution of scores across the journeys in the board.
Use board thumbnails to identify blind spots
Board thumbnails give you a ‘summary’ of the journeys that can be found in a board.
Use board thumbnails to:
- See the contents of a board. Journeys in a board are represented by journey cards. Hover over a journey card to see its name, or click on a journey to open it.
- Identify blind spots: The board thumbnails help you to identify blind spots; you might realize that there are some parts in your framework that you’ve mapped thoroughly, while others might have been overlooked. This gives you the opportunity to pick your next area to research strategically instead of by gut feel.
- Track journey performance. The colors on top of journey cards indicate the number of phases in a journey, as well as the empathy score of these phases. This gives you a quick, more detailed overview of which journeys are scoring well, and which ones could use improvement.
Keep overview of stages in your boards
Click on the three red dots on the top right to expand an overview of all stages for all boards.
This overview of stages helps you to:
- Understand how your framework is built up. If you’re new to a framework, expand this view to get a quick understanding of how the framework is split up into boards and stages.
- Create a framework. When you are creating, moving, and reshuffling stages between boards, it can be helpful to have an overview of all the stages you’ve created and how they’re distributed among your boards.
- Identify gaps. Next to every stage is an indication of the number of journeys that have been mapped under a stage. A zero indicates that no journeys have been mapped for a stage yet.
Track progress on opportunities and solutions
Last but not least, the framework view also gives you an overview of the opportunities and solutions that are linked to the journeys in a board. This gives you an indication of what improvements are possible in a board, and which of these are already live or being worked on.
You can sort opportunities and solutions based on:
- Status: This gives you an indication of the status of opportunities or solutions linked to a board.
- Type. This helps you to track what types of opportunities or solutions are linked to a board.
Tip: To set up statuses and types, read our guide on tag management.
For a list of opportunities and solutions, click on a bar in the graphs you want to learn more about. This will open a list with the respective opportunities or solutions that make up a bar.
Example: Let’s say we’ve found a journey board that we’ve targeted for improvement, based on the empathy scores above. To learn more about solutions that are still waiting to be picked up, simply hover over the solution graph, and click on the bar saying ‘concept’, or ‘new’. This will give you an overview of all the solutions that haven’t been picked up yet, but have the potential to improve journeys in the respective journey board.
Tracking performance and progress from the board overview
If you need a more detailed way to track performance of your journeys, zoom in one level to your journey boards.
There are several things you can do to create overview and track journeys in a journey board:
- Track and compare journey performance. Boards provided an aggregated overview of the performance of all your journeys, shown per stage. This helps to pinpoint where improvement is needed most. For more on this, have a look at our guide on the topic.
- Filter journeys. Boards help you to compare journeys by being able to filter them and show different versions.
Track performance using the empathy graph
Similar to how the empathy shows the average score of all journeys in a board, the experience graphs shows the average score of all journey steps that are mapped under a stage. This helps to give you an idea of the performance of your stages. There are two ways to show the experience graph:
Individual: Use this to compare performance between lanes; every lane gets its own experience graph. For example, between ‘online’ and ‘offline’ journeys, or between ‘Europe’ and ‘America’. Depending on how you set up your lane structure, you can make all kinds of interesting comparisons between multiple journeys this way.
Tip: The empathy curves will have the same colours as your lanes; in the example above, the purple line shows all the journeys under the ‘offline’ lane, while the yellow shows all the journeys in the ‘online’ lane.
Aggregated: This creates a single experience graph that shows the average scores per stage for all journeys. Use this to get an overall idea of how your customers experience all the journeys in a board.
Tip: The empathy scores are based on how journey phases are mapped under stages. If you want to change this, have a look at our guide on creating frameworks to learn more on how you can change how phases are mapped under your stages.
Filters are a powerful tool in the board overview. You can use filters to:
- Create overlays: Filters help you to create different overlays across your journeys, bringing a selection of journeys to the front. For example, you can filter a journey that belongs to a specific team, helping them to focus on what matters to them.
- Filter data: Filters also come in handy to compare performance. Only the journeys that remain after your filters will be taken into account when creating the aggregated experience graph. Use this to make performance comparisons between different sets of journeys.
You can filter journeys based on:
- Journey type: Current will only show journeys that customers are currently experiencing, while future will only show the blueprints for the future you’re working towards. Read our intro to journeys for more about journey types.
- Persona: Select a persona to only show journeys that have that persona in them.
- Owner: Select a user to only show those journeys owned by them.
- Lane: Select a lane to only show journeys contained in them.
Using Lanes to filter
Furthermore, you can also collapse lanes as a way to filter. When you collapse a lane, the journeys and their scores will be disregarded in the aggregated experience graph.
To enable filters:
- Click on the filter button.
- Select a filter category.
- Select what you want to filter on within the filter category.