Understanding Your Journey's Health Status: Why It Matters More Than You Think
Customer Journeys aren't static. They evolve, expand and grow, and sometimes they break down. At every stage, a journey can be thriving, struggling or stuck. But how often do we really check in on its health? Welcome to the concept of Journey Health Status, a smarter, faster way to diagnose how well your customer or end user experience is performing.
Think of your journey like a living, breathing system, just like a human body that it needs:
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Healthy and consistent improvements
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Balanced interactions (not too few, not too many touchpoints)
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Minimal gaps (seamless flow between stages)
When all parts are working together, your journey is in Wellness. But if innovation stalls, gaps grow, or activities spin without impact, your journey could be showing sings of Critical Condition, Chronic Illness, or even Over-treatment. By diagnosing early and treating smartly, you stay ahead of problems before they become chronic. After all, healthy journeys mean healthy business.
The Four Journey Health Statuses
Wellness
Quality innovation, balanced touchpoints, reducing gaps or gaps appearing before the innovation
Critical Condition
Innovation stalled, gaps repeating, no touchpoint changes or improvements
Chronic Illness
Low innovations, more gaps despite increasing touchpoints
Over-treatment
All increased activity (touchpoints, innovations) with no improvements
Journey Health Status Concept: Watch & Learn
Before diagnosing your journey, watch this short animated video that brings this concept to life. You will see what a healthy journey looks like, early warning signs of trouble, and how you and your team can 'treat' journeys just like doctors treat patients.
This is a 30-second Journey Health Check-Up to discover your current journey status. Depending on your outcome, you will be offered tailored tips and simple next steps, either online or an in-person journey meeting.
🩺 Ready to Check Your Journey's
Health Status?