Decision use
Cognitive burden
Use when leadership needs a simple visual explanation of where a journey, service blueprint, or workflow is mentally heavy.
Each step in the journey gets one bar. Height and color both reflect the same five-point score, so the highest-load moments are obvious immediately without needing a dense explanation.
The summary badge gives a simple total tally, but the primary purpose of the method is still diagnostic: find the steps where customers are carrying the highest cognitive burden.
Use when leadership needs a simple visual explanation of where a journey, service blueprint, or workflow is mentally heavy.
Shows where burden accumulates across the sequence instead of flattening the experience into one blended score.
Every readout ends with the highest-load steps, likely cause of burden, and the first simplification intervention.