ADDING THE TOP LAYERS The layers that go below our scenario are the surface-to-core of how our organisation delivers the service. Step definition: A plain-words, short description of what is happening in the step. Touchpoint: A description of what’s happening written from the user’s perspective. Performer: Who is involved in this touchpoint? Enabler: What are the systems, documents, processes, technology, hardware, infrastructure, or processes that makes this touchpoint work? Policy / Constraints: The regulations or constraints that dictate why something is a certain way at this touchpoint. Information: Facts or observations relevant to the step. Metric: Data / statistics that help us understand this touchpoint better e.g. bounce rates for email.