Template Type: Symbols

Decision Node

Description of this template will be available soon.

Data Object : ArchiMate

Data structured for automated processing. A data object should be a self-contained piece of information with a clear meaning to the business, not just to the application level. Typical examples of data objects are a customer record, a client data set, or an insurance claim. The name of a data object should preferably be a noun.

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.

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.

Contract : ArchiMate

A formal or informal specification of an agreement between a provider and a consumer that specifies the rights and obligations associated with a product and establishes functional and non-functional parameters for interaction. The contract element may be used to model a contract in the legal sense, but also a more informal agreement associated with a product. It may also be or include a Service-Level Agreement (SLA), describing an agreement about the functionality and quality of the services that are part of a product. A contract is a specialization of a business object. The name of a contract is preferably a noun.

Communication Network : ArchiMate

A set of structures that connects devices or system software for transmission, routing, and reception of data. A communication network represents the physical communication infrastructure.

Channel

A channel refers to the various touchpoints or interaction points that a customer has with a company during their journey. Channels can include physical interactions (such as visiting a store), digital interactions (such as using a company’s website or mobile app), or interactions with customer service representatives (such as calling a customer service hotline).
Channels play an important role in the customer journey as they represent opportunities for companies to engage with customers and provide a positive experience. Understanding the channels that are most important to customers and how they prefer to interact with a company can help organizations optimize their customer journeys and improve customer satisfaction.
It is important to consider all of the different channels that a customer may interact with, including both traditional and digital channels.