Create governance structures

Governance structures establish clear rules and responsibilities for customer journey mapping across organizations. They define who can create maps, approval processes, update cycles, and quality standards. Without governance, journey mapping efforts become chaotic and inconsistent.

Effective governance includes 3 key components:

• Decision rights clarify who approves new maps and major changes
• Accountability frameworks assign ownership for maintaining accuracy
• Review processes ensure maps stay current through scheduled audits and updates

Governance bodies often include representatives from different departments affected by journey mapping. They meet regularly to resolve conflicts, approve standards, and prioritize mapping efforts.

However, keep in mind that the goal is enabling quality work through these structures, not creating more barriers.