What is the main focus of journey modeling?

Journey modeling primarily centers on understanding and mapping out the interactions and steps that a customer or user experiences when they engage with a company or its services. This approach is crucial because it helps businesses identify the complete customer experience from the user's perspective, facilitating a focus on the journey rather than just individual touchpoints.

By emphasizing interactions and steps, journey modeling allows organizations to pinpoint pain points, opportunities for improvement, and moments of delight throughout the customer experience. This holistic view is instrumental for developing strategies that enhance customer satisfaction, streamline processes, and ultimately drive better business outcomes.

In contrast, while the other options touch upon relevant aspects of business operations, they do not encapsulate the primary objective of journey modeling. Internal tasks and responsibilities are more aligned with operational efficiency rather than customer experience. Marketing expenses focus on financial aspects, and hierarchical structures relate to organizational design, neither of which directly pertains to the customer journey modeling framework.