What should be included in the value definition before designing a journey?

The inclusion of utility and warranty factors in the value definition before designing a journey is essential because these aspects provide a comprehensive understanding of the value proposition being offered to stakeholders. Utility refers to the functional aspects of a service—essentially, what the service can do to fulfill certain needs or requirements of the customers. This can encompass the features, capabilities, and performance metrics that make the service useful.

Warranty, on the other hand, pertains to the assurance that the service will meet certain quality standards and be reliable. This includes aspects such as availability, capacity, and security that contribute to the overall trustworthiness and expectation management of the service.

By defining value in terms of utility and warranty, organizations can ensure that they are aligning their service design with the actual needs and expectations of stakeholders. This alignment is critical for creating positive experiences and can significantly enhance customer satisfaction. Understanding these factors lays the groundwork for a meaningful service journey that resonates with clients and effectively addresses their requirements.