Journey Twelve
Every venue on one twelve-stage dial; when the hands agree, the owner changes.
The job
Scores every venue fairly within its type on the same twelve-stage visitor journey, and sends each venue's weakest stage to its owner against a clock. When many venues fail at one stage, a single card goes to the shared owner, not to each venue.
The moment
Every venue is scored on the same twelve-stage visitor journey, shown as a clock face whose hand points at its weakest stage. The director-general plays back the last twelve weeks on a wall of 40 dials.
One by one, the hands drift to five o'clock, the "Get there" stage. By week nine, fourteen point there, and the wall chimes: this is one transport problem, not fourteen venue problems.
For two years each of those museums had been told to fix its access score. Now one card goes to the transport operator instead.
Six weeks after a new shuttle loop starts, eleven hands swing away from five o'clock in the same week.
What it does
- Record this week's scores
- Route a venue's weakest stage with a 14-day clock
- Raise one systemic card to the cross-cutting owner
- Issue the quarterly Twelve-Point Certificate
- Open any wedge's verbatims
What you see
A wall of twelve-hour journey dials whose hands drift together on a time slider until the wall chimes, plus venue pages, a route ledger and a quarterly certificate.
What it moves
The number of venues holding the twelve-point certificate, and problems shared across venues fixed each quarter, verified against peer venues.
Built for
- CX leaders & VoC
