Service Design Show

I have to admit, even I got stuck...Recently, I was working on the onboarding journey for my Circle community.What started as a flexible journey inside a Miro board very quickly became a complex map that became impossible to use. With every new insight we wanted to add came questions about where it should go and how it should be defined. Due to these meta-level questions, we lost momentum, and the entire process slowed to a halt. Unintentionally, I had created a journey structure that was simply too complex to be useful in practice.Finding the right balance between structure and flexibility, as well as richness and overview, in your journeys is a challenge many of us face. That's why it's the next big problem we tackle in our Journey Management Playbook series.In the past episodes, we've used AI to generate a journey and then verified it to build trust. Now, we need to make it truly manageable.The core issue is that we often treat journey maps as containers for all information, when their true pow