Establishing experience metrics and comparative values
Establishing experience metrics and comparative values includes the activities, methods and tools that connect journey outcomes and customer evidence directly to organisational goals, investment roadmaps, and strategic priorities. This practice area includes developing robust prioritisation rubrics and scoring criteria to evaluate pain points, opportunities and solutions consistently across journeys. It also involves creating integrated dashboards and aggregated category health scores to monitor multi-metric performance, including satisfaction, operational efficiency and cost at a portfolio level.
What activities, methods and tools make up this practice?
Survey respondents first rated the relevance of each practice (0–5, from ‘not relevant at all’ to ‘very relevant’). For practices scoring 3 or higher, respondents scored their organisation’s effectiveness in applying them (0–5, from ‘not effective at all’ to ‘very effective’). The chart above shows both the range and average scores for relevance and effectiveness across each practice.
Methods, tools and activities that make up this practice area
Connecting journeys with business goals
Connecting journey outcomes and evidence to organisational goals, investment decisions, initiatives and roadmaps.
Prioritisation frameworks
Category 'health' monitoring
Data visualisations
Portfolio & roadmap tracking
What challenges do organisations experience with this practice?
The following challenges summarise the core themes identified across participant interviews. Survey participants rated the frequency of each challenge. The graph below compares average scores by different stages of practice:
Challenges that organisations experience
Maintaining journey information quality & governance
Challenges with keeping journey information consistent, accessible, appropriately summarised and centrally maintained over separate product roadmaps, backlogs and data repositories