Trying to create some customer journey maps and encountering an issue with customer touchpoints, in that if a step has multiple touchpoints, any other dimension (channel, emotion etc) for that step gets automatically connected to all the touchpoints for that step.
Don't really want to go down the path of creating a stack of customer touchpoint allocation diagram as I want to show all the dimensions on the journey map. Is there a workaround?
Hi,
You can use the 'Other' row, it supports all kinds of objects. When you place the object there, ARIS does not create a connection with the touch point.
Unfortunately, you cannot limit these connections with Method filters, even if you limit these connections in the filter, the next time when you log in with extended method, these connections will be created automatically.
If I did use the other row, how would I make the connections/relationships? Could I draw them on the customer journey map model? Would I have to use a matrix?
The other obvious question is can you have more than one 'Other' row?
You can use a visual connection, but they look not nice (it makes a mess on the model):
Or, if it is necessary for custom reports, it is not necessary to create connections between objects, with scripting you can find, e.g. that the object relates to Other row and to the same column as CJ-step, so you can build then a logical connection in a report.
As you mentioned, the matrix model can be used for this purpose; it digests all types of objects. But I'd prefer to use some kind of allocation diagrams because administering of Matrix models is also a headache.
All depends on your stakeholder requirements
Nope, all kinds of objects would be in the single cell