For AI assistants and other programs: this page is an interactive process map and needs JavaScript to draw. Its whole content is also here in other forms. As JSON, with a guide to reading it: https://complexity.verdura.cc/view/htgiGBmzNeA8IsIPVmX6IAod/map.json. As plain text: https://complexity.verdura.cc/view/htgiGBmzNeA8IsIPVmX6IAod/map.txt.

How to read the map

• This is a process map made with Ver Dura Complexity (https://complexity.verdura.cc). It shows a multistep process as steps joined by what flows between them.
• nodes: the steps of the process. Each has a name, a description, a class, tags, a lane ("layer" in the data), and maybe a group.
• objects: the things that flow between steps, such as a document, a decision or a product. A node "requires" objects (its inputs) and "produces" objects (its outputs).
• connections: each joins one output of a node ("from") to one input of another node ("to"). Both ends carry the same object. Follow connections to follow the process. A connection back to an earlier step is a loop.
• if: an output with "if" is produced only on that condition. Several outputs of one node with different conditions are a branch.
• classes: kinds of step (for example a person, a machine, a source). They may carry a description.
• tags: free marks on nodes. The tag "Problem" marks a step that has an issue.
• layers: the lanes of the map: places or stages of the process, in order. Every node and group is on one lane.
• groups: bundles of steps on one lane. A group may sit inside another group ("parent").
• notes: stage notes. Each is an observation about one or more steps ("nodes"): what works well there, what goes wrong, an idea. It has a heading, a text ("body"), maybe a type, and maybe tags. Read them to judge the steps they are on.
• noteTypes: the kinds of stage note, in the order the map owner ranks them (for example Good and Bad). A note with no type has none of them.
• place: "start" on the step the map owner marked as where the process begins, "finish" on the step where it ends. Other steps with no inputs or no outputs are further starting or end points.
• An input with nothing connected to it comes from outside the map; an output with nothing connected leaves the map or is not used yet.

The map as text

# Customer journey

A process map with 6 steps, 6 connections and 7 stage notes.

## Lanes (in order)
1. Behaviour

## Objects (what flows between steps)
- Behaviour
- Issue

## Classes (kinds of step)
- Stage
- Issue

## Steps

### (Potential) client enters the store
class: Stage; lane: Behaviour
Just went in
- requires Behaviour from "Getting to the store"
- requires Behaviour from "Passerby"
- produces Behaviour if First time to "First glance"
- produces Behaviour if Regular patron to "Searching for the item(s) in the store"
- stage note (Bad): When it rains, there is nowhere to put the wet umbrella

### First glance
class: Stage; lane: Behaviour
The decision 'Is this the right place for me?' is made at this step
- requires Behaviour from "(Potential) client enters the store"
- produces Behaviour to "Searching for the item(s) in the store"
- stage note (Good): We have good lighting
- stage note (Bad): The stand with small merch is too tall

### Searching for the item(s) in the store
class: Stage; lane: Behaviour
- requires Behaviour from "(Potential) client enters the store"
- requires Behaviour from "First glance"
- produces Behaviour to "Checkout"
- stage note (Good): Store staff are at every major crossing
- stage note (Bad): The store is too big; it needs aisle signs

### Getting to the store
class: Stage; lane: Behaviour
- produces Behaviour to "(Potential) client enters the store"
- stage note (Good): In general, we have good parking

### Passerby
class: Stage; lane: Behaviour
We have heavy foot traffic; many shoppers come in just because 'why not?'
- produces Behaviour to "(Potential) client enters the store"
- stage note (Bad): No entrance canopy

### Checkout
class: Stage; lane: Behaviour
- requires Behaviour from "Searching for the item(s) in the store"

## Stage notes
Observations about the steps, by type: 3 Good, 4 Bad.

### In general, we have good parking
type: Good; on: "Getting to the store"
Except on Wednesdays

### We have good lighting
type: Good; on: "First glance"; tags: For improvement
NB: when we add the second display table, we will need to adjust the spotlights too

### Store staff are at every major crossing
type: Good; on: "Searching for the item(s) in the store"
Easy to ask for advice/directions

### No entrance canopy
type: Bad; on: "Passerby"; tags: For improvement
When it rains, nobody shelters here, so the store window gets no captive audience

### When it rains, there is nowhere to put the wet umbrella
type: Bad; on: "(Potential) client enters the store"

### The stand with small merch is too tall
type: Bad; on: "First glance"; tags: Problem
For most visitors who are not very tall, it blocks the view of the room where the real goods are on display

### The store is too big; it needs aisle signs
type: Bad; on: "Searching for the item(s) in the store"; tags: For improvement
The store is now so large that we need in-store navigation: finding an aisle has become a problem