Archives: Templates

Templates and model types in the QualiWare platform.

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Description of this template will be available soon.

Customer Journey Phase

A Customer Journey Phase refers to a specific stage or step in the overall customer experience. A customer journey is made up of multiple phases, each of which represents a different stage in the customer’s interaction with a company.

The number and specific phases of a customer journey can vary depending on the organization and the type of product or service being offered. However, some common customer journey phases include:

  1. Awareness: This is the first phase of the customer journey and represents the customer’s initial introduction to a company or its products/services.
  2. Consideration: In this phase, the customer is evaluating different options and considering whether a company’s products or services are a good fit for their needs.
  3. Purchase: This is the phase where the customer makes a purchase, either online or in-person.
  4. Delivery: This phase covers the delivery of the product or service, including any issues or problems that may arise during the process.
  5. Use: This is the phase where the customer is using the product or service and may provide feedback or have questions or concerns.
  6. Loyalty/Retention: This is the final phase of the customer journey and represents the customer’s ongoing relationship with the company. This phase can include repeat purchases, advocacy, and other behaviors that indicate customer loyalty.

By mapping out the different phases of the customer journey, organizations can gain a better understanding of the customer experience and identify areas for improvement. This information can then be used to optimize the customer journey and create a more positive and seamless experience for customers.

Course of Action : ArchiMate

An approach or plan for configuring some capabilities and resources of the enterprise, undertaken to achieve  a goal. A course of action represents what an enterprise has decided to do. Courses of action can be categorized as strategies and tactics. It is not possible to make a hard distinction between the two, but strategies tend to be long-term and fairly broad in scope, while tactics tend to be shorter-term and narrower
in scope.

Conversation Link

Conversation link refers to the relationship and communication between different participants or components within a larger system. It represents the exchange of messages or information between different participants or components, such as a system and a user, or two different systems.

For example, in a system where a user interacts with a chatbot to obtain customer support, the conversation link might be illustrated through a line connecting the user and the chatbot to represent the conversation between them. The conversation link might then continue with a line connecting the chatbot and the customer support system to represent the resolution of the user’s issue.

Conversation

The symbol of conversation represents a communication or exchange of information that occurs between two or more participants in a process. It is used to illustrate the interaction and flow of information between the participants.

For example, in a customer service process, the conversation symbol might represent a phone call, email exchange, or chat conversation between a customer and a customer service representative. In a procurement process, the conversation symbol might represent a negotiation between a buyer and a supplier.

The conversation symbol is often used in conjunction with other symbols in a business process diagram, such as events, to provide a more complete view of the process. By including the conversation symbol in a diagram of a business process, organizations can better understand the flow of information and communication that occurs throughout the process, and identify areas for improvement or optimization.