Customer journeys, as their name suggests, map out the different journey routes a customer may take in an application.

For example in a banking applications there may be journeys for:

• inquiring
• making payments
• transferring funds between accounts
• setting up a direct debit

Clearly it could be helpful to define journeys for system actors (application consumers) in an ERP application in areas such as sales order processing, purchase order processing, manufacturing, HR and CRM for example.

An ERP consumer journey is not the same as a process flow/map because the journey concept is focused on:

• the user experience  (UX) - i.e. is it good/bad?
• the improvements needed to make the user experience better 

Consumer journey mapping is an activity that probably is best done during a post go-live optimization phase when it has more relevance and system users have had sufficient exposure to the ERP application in production for UX improvements to be identifiable.

Implementation 6