SAP Signavio Journey Modeler

In this section, we explore the various functionalities within the Journey Modeler. The videos provided guide you through the following features:

• Create a Journey Model.
• Create a Persona within the Dictionary.
• Stages and Steps
• Customize the Journey: Colors and Images
• Touchpoints
• Sentiments

Learn the initial steps to building a journey model and creating numbered revisions.

Learn how to create a new persona in the dictionary and add it to a journey model.

Learn more about the stages and steps involved in describing your persona's journey.

Learn how to customize your Journey Modeler using different colors and images.

Learn more about the interaction between your company and customer by using Touchpoints.

Learn how the sentiment section shows the mood of the persona at each stage of the entire journey.

A key factor to building a clear picture of how your organization's processes impact the CJ is the management of complexity. For example, a complex talent acquisition process can negatively impact the applicant's experience and hence reduce an organization’s ability to attract talents.

With the complexity score, you get an impression of how challenging it is to complete the journey. It reflects the total operational complexity from linked BPMN processes and journeys. The complexity scores can help you measure this progress.

Find more information in the user guide: (Complexity score | SAP Help Portal)

Because a journey typically involves several processes, journey complexity considers the complexity scores of these processes. For journey and process complexity, model-based scoring algorithms are implemented in SAP Signavio Journey Modeler where it is distinguished between Journey Complexity and Journey Model Dimensions.

Journey Complexity considers the journey’s operational complexity, that is, the complexity of the underlying processes that are directly or indirectly linked (through value chain diagrams, processes, or other journeys).

The Journey Complexity score gives you an additional data point to evaluate your journey models.

• Journey complexity provides a measure of levels of uncertainty, and interdependence of a journey through an organization.
• Process complexity provides a measure of levels of uncertainty, and interdependence of a business process.

To provide an intuitive assessment of journey complexity, the complexity score is mapped to a 'T-shirt size,' ranging from low to high, according to the following mapping, which has been informed by systematic estimates based on the complexity scores of thousands of process models (x is the score value):

• Low: 0 ≤ x ≤20

• Medium: 20 ≤ x ≤60

• High: 60 ≤ x

To determine the final complexity score of a process, all subscores are summed up, weighted, and then averaged.

• Flow and handover complexity: 35% each;

• IT system, data object, and linked process complexity: 10% each.

On the journey level, the complexity of each linked process is multiplied by 0.2 and finally, the entire score is computed by multiplying by 100 - based on our assessment. A complexity score of more than 100 is achieved in rare cases.

The complexity score of a process model (for example, of a BPMN diagram) is determined based on the following elements:

• Flow: How many decision and parallelism splits are in a business process and how deeply are they nested?

• Handovers: How many handovers between roles are in the process?

• Linked processes: How many other processes are linked via link events to the process model?

• Documents and data objects: How many data objects (including documents, for example, we use "data object" as an umbrella term for BPMN data objects and documents) are in a process, and to what extent are these data objects accessed by multiple roles?

• IT systems: How many IT systems are there in a process, and to what extent are they accessed by multiple roles?

Journey Model Dimensions provide an at-a-glance overview of the size of the journey table (grid size), and the number of nonempty fields. Detailed counts, for example, of the number of linked personas and images are also provided.

The Journey Model Dimensions value shows the number of populated cells compared to the number of total cells in a JM.

The number is shown in a label above the JM. In this example, 95 cells are populated from a total number of 102 (note that the label is not shown in the SAP Signavio Process Collaboration Hub).

The detail panel shows detailed information in two parts. In the Structure part, you can view the total number of stages, columns, and rows. The Content part shows the different section types in the JM with their number.

For Linked Processes, each process is only counted once. This means that a process is counted only once in the following cases:

• Several cells link to the same process.
• One cell links the complete process and another cell links to an element of this process.

Cells with links that are not counted still count as populated in the calculation of the JM dimensions.

Every IT System and every Organizational Unit is counted once, no matter how many cells reference the same.