Define mapping architecture

Customer journey mapping architecture establishes the structural hierarchy of how different maps relate to each other. It defines which journeys are primary experiences, which are supporting sub-journeys, and how they interconnect. This structure prevents teams from creating conflicting or overlapping maps.

A clear architecture typically includes 3 levels:

• Primary journeys (end-to-end experiences)
• Sub-journeys (specific processes within larger journeys)
• Micro-journeys (individual task flows)

For instance, "purchasing a product" might be a sub-journey within the primary "becoming a customer" journey. Each level serves different strategic and tactical purposes.

Well-defined architecture helps teams understand where their work fits in the bigger picture. It reveals dependencies between different customer experiences and identifies gaps in coverage. Organizations can then prioritize mapping efforts based on business impact and customer importance.