03 How to organise information?
When the layout is set, the actors and phases are listed, start to populate the visualisation with the activity flows.
Every activity is broken down into an action module and arranged sequentially in the actor’s / touchpoint swimlane below the corresponding customer experience phase.
❖ get the componentsaction module
classic module
The classic module embed the essential information to describe the action. A title with a short description, a number that indicates the order inside the flow and the touchpoint where the operation takes place.
extended module
This module describes the action in detail with an exhaustive caption, multiple touchpoints (if necessary) and eventually some metrics or additional information.
STORYBOARD
Describes the action with an image (sketch or photograph) to visualise the context from the point of view of the main actor. This form can also show the emotional dimension of experience.
NODE MODULE
In some cases the action module doesn’t need additional information or has to be synthesised to visualise better the overall flow.
Reducing it to a node can help to make an overview of the whole process and show immediately dependencies between actors.
action connections
Every action depends on a previous one and triggers another, not necessarily on the same swimlanes. Connect the blocks with arrows to show the direction of the flow. Add numeration to show the order of actions. Streams of actions can be correlated in different ways.
