What is the focus of the journey modeling?

Question

Options

• AInteractions and steps with the company
• BInternal task and responsibilities
• CMarketing expenses
• DHierarchical structure

• A
  84% (32)
• B
  11% (4)
• C
  3% (1)
• D
  3% (1)

Explanation

Journey modeling focuses on the interactions and steps a customer (or user) takes with a company (Option A) - it maps out the end-to-end experience from the customer's perspective, capturing touchpoints, emotions, and friction points across a process or relationship.

• B is wrong because internal tasks and responsibilities describe process or workflow modeling (e.g., swimlane diagrams), not the customer's journey.
• C is wrong because marketing expenses are a financial/budgeting concern, unrelated to experience mapping.
• D is wrong because hierarchical structure describes org charts or system architecture - the opposite of the customer-centric, sequential view journey modeling provides.

Memory tip: Think of a literal journey - a traveler's path from point A to point B. Journey modeling traces that path as the customer walks through interactions with a company, not what happens internally behind the scenes.

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