In my last article, I shared how and why journeys go wrong.
So how do we make them go right?
Through continual measurement and improvement.
There are a variety of ways to do this, but one of my favorites is what I call The Five Essentials: a flexible framework that can be used to measure and improve just about anything your organization creates.
Specifically, it measures the five, non-negotiable qualities that all good customer, user, and employee experiences and journeys must have: