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An entry

Journey Maps and Service Blueprints aren't sufficient

Series: On Work
Date: 2024-06-07
Status: release
Tags: bpmn service design lean product
This Entry is part of the Series On Work.

Journey Maps and Service Blueprints are nice but they are visual artifacts, not data models, and thus don't lend themselves to address organizational design and business questions such as:

  • What Personas, Systems exist per workflow? In which workflows?
  • What Roles perform which Tasks? Events?
  • What is the sequence, conditions, and dependencies of events?
  • Can I query across Workflows, across many different Process Models?

Next time you map a user's journey or service design a thing considering the front-stage and back-stage, consider BPMN and https://demo.bpmn.io.

A journey map conveys emotional highs and lows.

A service blueprint distinguishes between front stage and backstage.

A BPMN model is a sequence diagram with swimlanes for Personas / Systems / Actors in a business process. The people and systems do (verbs) to things (nouns), and this is business domain.

BPMN takes about 5-10 minutes to get acquainted with. When a business process is made visible, the people in the organization should be able to see themselves in one or more business processes and intelligent conversations should be more likely to occur, with high levels of situational awareness that business process models provide to an organization.