{"id":1913,"date":"2026-03-24T12:15:54","date_gmt":"2026-03-24T12:15:54","guid":{"rendered":"https:\/\/www.viz-note.com\/tw\/charting-customer-journeys-archimate-business-layer\/"},"modified":"2026-03-24T12:15:54","modified_gmt":"2026-03-24T12:15:54","slug":"charting-customer-journeys-archimate-business-layer","status":"publish","type":"post","link":"https:\/\/www.viz-note.com\/tw\/charting-customer-journeys-archimate-business-layer\/","title":{"rendered":"\u5728ArchiMate\u5546\u696d\u5c64\u7e6a\u88fd\u5ba2\u6236\u65c5\u7a0b"},"content":{"rendered":"<p>\u4f01\u696d\u67b6\u69cb\u6846\u67b6\u63d0\u4f9b\u4e86\u5c07\u5546\u696d\u7b56\u7565\u8207\u6280\u8853\u5c0d\u9f4a\u6240\u9700\u7684\u7d50\u69cb\u3002\u5728\u9019\u4e9b\u6846\u67b6\u4e2d\uff0cArchiMate 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illustrating customer journey mapping in ArchiMate Business Layer, showing five journey stages (Discovery, Acquisition, Onboarding, Support, Retention), core business elements (actors, roles, processes, services, objects), key relationship types (Access, Assignment, Flow, Serves), and connections to Application and Technology layers for enterprise architecture alignment\" decoding=\"async\" src=\"https:\/\/www.viz-note.com\/wp-content\/uploads\/2026\/03\/archimate-customer-journey-business-layer-infographic-hand-drawn.jpg\"\/><\/figure>\n<\/div>\n<h2>\u7406\u89e3\u5546\u696d\u5c64\u57fa\u790e 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<em>\u5e33\u6236\u7d93\u7406<\/em>.<\/li>\n<li><strong>\u5546\u696d\u6d41\u7a0b\uff1a<\/strong>\u7522\u751f\u7279\u5b9a\u7d50\u679c\u7684\u7d50\u69cb\u5316\u6d3b\u52d5\u5e8f\u5217\u3002<\/li>\n<li><strong>\u5546\u696d\u670d\u52d9\uff1a<\/strong>\u4f01\u696d\u63d0\u4f9b\u7d66\u5229\u5bb3\u95dc\u4fc2\u4eba\u7684\u529f\u80fd\u55ae\u5143\u3002<\/li>\n<li><strong>\u5546\u696d\u7269\u4ef6\uff1a<\/strong>\u4f01\u696d\u6240\u7ba1\u7406\u8cc7\u6599\u7684\u908f\u8f2f\u8868\u793a\uff0c\u4f8b\u5982<em>\u8a02\u55ae<\/em> \u6216 <em>\u767c\u7968<\/em>.<\/li>\n<\/ul>\n<p>\u900f\u904e\u5c07\u5ba2\u6236\u65c5\u7a0b\u5efa\u7acb\u5728\u9019\u4e9b\u5143\u7d20\u4e4b\u4e0a\uff0c\u67b6\u69cb\u5e2b\u53ef\u78ba\u4fdd\u6a21\u578b\u5373\u4f7f\u5728\u5e95\u5c64\u6280\u8853\u8b8a\u66f4\u6642\u4ecd\u4fdd\u6301\u7a69\u5b9a\u3002\u9019\u7a2e\u62bd\u8c61\u5c0d\u65bc\u7dad\u6301\u7d44\u7e54\u80fd\u529b\u7684\u9577\u671f\u8996\u89d2\u81f3\u95dc\u91cd\u8981\u3002<\/p>\n<h2>\u8b58\u5225\u65c5\u7a0b\u53c3\u8207\u8005\u8207\u89d2\u8272 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\u5354\u52a9\u4e3b\u8981\u53c3\u8207\u8005\u7684\u5167\u90e8\u6216\u5916\u90e8\u5be6\u9ad4\u3002\u9019\u5305\u62ec\u92b7\u552e\u5718\u968a\u3001\u7269\u6d41\u5408\u4f5c\u5925\u4f34\u6216\u5e33\u55ae\u90e8\u9580\u3002<\/li>\n<li><strong>\u76e3\u7ba1\u53c3\u8207\u8005\uff1a<\/strong> \u8ca0\u8cac\u57f7\u884c\u898f\u5247\u7684\u6a5f\u69cb\uff0c\u4f8b\u5982\u5408\u898f\u5b98\u54e1\u6216\u653f\u5e9c\u90e8\u9580\u3002<\/li>\n<\/ul>\n<p>\u4f8b\u5982\uff0c\u5728\u6578\u4f4d\u9280\u884c\u65c5\u7a0b\u4e2d\uff0c<em>\u5e33\u6236\u6301\u6709\u4eba<\/em>\u662f\u4e3b\u8981\u53c3\u8207\u8005\u3002\u800c<em>\u9a57\u8b49\u7cfb\u7d71<\/em>\u53ef\u80fd\u88ab\u5efa\u6a21\u70ba\u7531<em>\u5b89\u5168\u5b98\u54e1<\/em>\u6240\u626e\u6f14\u7684\u5546\u696d\u89d2\u8272\u3002\u660e\u78ba\u754c\u5b9a\u9019\u4e9b\u89d2\u8272\u53ef\u907f\u514d\u5206\u6790\u904e\u7a0b\u4e2d\u7684\u6a21\u7cca\u6027\u3002<\/p>\n<h2>\u6d41\u7a0b\u8207\u670d\u52d9\u7684\u6620\u5c04 \ud83d\udd04<\/h2>\n<p>\u4e00\u65e6\u53c3\u8207\u8005\u5b9a\u7fa9\u5b8c\u6210\uff0c\u6d3b\u52d5\u7684\u6d41\u7a0b\u5fc5\u9808\u52a0\u4ee5\u7d50\u69cb\u5316\u3002\u9867\u5ba2\u65c5\u7a0b\u672c\u8cea\u4e0a\u662f\u7531\u9867\u5ba2\u884c\u70ba\u89f8\u767c\u7684\u4e00\u7cfb\u5217\u5546\u696d\u6d41\u7a0b\u3002\u9019\u4e9b\u6d41\u7a0b\u7531\u63d0\u4f9b\u50f9\u503c\u7684\u670d\u52d9\u6240\u652f\u63f4\u3002<\/p>\n<h3>\u5b9a\u7fa9\u50f9\u503c\u6d41<\/h3>\n<p>\u50f9\u503c\u6d41\u4ee3\u8868\u70ba\u9867\u5ba2\u5275\u9020\u50f9\u503c\u7684\u7aef\u5230\u7aef\u6d3b\u52d5\u6d41\u7a0b\u3002\u5728ArchiMate\u4e2d\uff0c\u9019\u901a\u5e38\u88ab\u5efa\u6a21\u70ba\u900f\u904e\u6d41\u7a0b\u95dc\u4fc2\u9023\u7d50\u7684\u4e00\u7cfb\u5217\u5546\u696d\u6d41\u7a0b\u3002\u8003\u616e\u4ee5\u4e0b\u968e\u6bb5\uff1a<\/p>\n<ul>\n<li><strong>\u63a2\u7d22\uff1a<\/strong> \u9867\u5ba2\u4e86\u89e3\u8a72\u670d\u52d9\u3002<\/li>\n<li><strong> \u53d6\u5f97\uff1a<\/strong> \u9867\u5ba2\u53c3\u8207\u4ea4\u6613\u6216\u8a3b\u518a\u3002<\/li>\n<li><strong> \u4e0a\u7dda\uff1a<\/strong> \u9867\u5ba2\u958b\u59cb\u4f7f\u7528\u670d\u52d9\u3002<\/li>\n<li><strong> \u652f\u63f4\uff1a<\/strong> \u6301\u7e8c\u7684\u5354\u52a9\u8207\u7dad\u8b77\u3002<\/li>\n<li><strong> \u7559\u5b58\uff1a<\/strong> \u7e8c\u7d04\u6216\u6301\u7e8c\u53c3\u8207\u3002<\/li>\n<\/ul>\n<h3>\u670d\u52d9\u63d0\u4f9b<\/h3>\n<p>\u65c5\u7a0b\u4e2d\u7684\u6bcf\u500b\u968e\u6bb5\u90fd\u9700\u8981\u7279\u5b9a\u7684\u5546\u696d\u670d\u52d9\u3002\u9019\u4e9b\u670d\u52d9\u662f\u6d41\u7a0b\u8207\u9867\u5ba2\u4e4b\u9593\u7684\u4ecb\u9762\u3002\u4f8b\u5982\uff0c\u4e00\u500b<em>\u7522\u54c1\u63a8\u85a6\u670d\u52d9<\/em> \u53ef\u80fd\u5728\u767c\u73fe\u968e\u6bb5\u88ab\u8abf\u7528\u3002A <em>\u652f\u4ed8\u8655\u7406\u670d\u52d9<\/em> \u5728\u7372\u53d6\u671f\u9593\u81f3\u95dc\u91cd\u8981\u3002<\/p>\n<p>\u5340\u5206\u4ee5\u4e0b\u5169\u8005\u975e\u5e38\u91cd\u8981\uff1a<em>\u63d0\u4f9b\u7684<\/em>\u670d\u52d9\uff08\u4f01\u696d\u63d0\u4f9b\u7684\u5167\u5bb9\uff09\u8207<em>\u6240\u9700\u7684<\/em>\u670d\u52d9\uff08\u5ba2\u6236\u6240\u9700\u5167\u5bb9\uff09\u3002\u5c0d\u6b64\u4e92\u52d5\u7684\u96d9\u65b9\u9032\u884c\u5efa\u6a21\uff0c\u53ef\u78ba\u4fdd\u4f01\u696d\u4e0d\u50c5\u50c5\u63d0\u4f9b\u529f\u80fd\uff0c\u66f4\u80fd\u89e3\u6c7a\u554f\u984c\u3002<\/p>\n<h2>\u5efa\u7acb\u95dc\u4fc2\u8207\u4e92\u52d5 \ud83e\udd1d<\/h2>\n<p>\u95dc\u4fc2\u5b9a\u7fa9\u4e86\u65c5\u7a0b\u4e2d\u5404\u5143\u7d20\u4e4b\u9593\u7684\u9023\u63a5\u65b9\u5f0f\u3002\u5728 ArchiMate \u4e2d\uff0c\u6703\u4f7f\u7528\u7279\u5b9a\u7684\u95dc\u806f\u985e\u578b\u4f86\u63cf\u8ff0\u9019\u4e9b\u9023\u7d50\u3002\u7406\u89e3\u9019\u4e9b\u95dc\u4fc2\u5c0d\u65bc\u6e96\u78ba\u5efa\u6a21\u81f3\u95dc\u91cd\u8981\u3002<\/p>\n<h3>\u95dc\u9375\u95dc\u4fc2\u985e\u578b<\/h3>\n<table>\n<thead>\n<tr>\n<th>\u95dc\u4fc2\u985e\u578b<\/th>\n<th>\u63cf\u8ff0<\/th>\n<th>\u65c5\u7a0b\u4e2d\u7684\u4f7f\u7528\u6848\u4f8b<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><strong>\u5b58\u53d6<\/strong><\/td>\n<td>\u4e00\u500b\u5143\u7d20\u4f7f\u53e6\u4e00\u500b\u5143\u7d20\u53ef\u7528\u3002<\/td>\n<td>\u5ba2\u6236\u5b58\u53d6\u81ea\u52a9\u670d\u52d9\u9580\u6236\u3002<\/td>\n<\/tr>\n<tr>\n<td><strong>\u6307\u6d3e<\/strong><\/td>\n<td>\u4e00\u500b\u53c3\u8207\u8005\u88ab\u6307\u6d3e\u81f3\u67d0\u89d2\u8272\u6216\u6d41\u7a0b\u3002<\/td>\n<td>\u652f\u63f4\u4eba\u54e1\u88ab\u6307\u6d3e\u81f3\u6295\u8a34\u5de5\u55ae\u3002<\/td>\n<\/tr>\n<tr>\n<td><strong>\u6d41\u52d5<\/strong><\/td>\n<td>\u8cc7\u6599\u6216\u7269\u4ef6\u5728\u5143\u7d20\u4e4b\u9593\u79fb\u52d5\u3002<\/td>\n<td>\u8a02\u55ae\u5f9e\u8cfc\u7269\u8eca\u6d41\u52d5\u81f3\u5c65\u884c\u74b0\u7bc0\u3002<\/td>\n<\/tr>\n<tr>\n<td><strong>\u670d\u52d9<\/strong><\/td>\n<td>\u4e00\u500b\u6d41\u7a0b\u70ba\u670d\u52d9\u63d0\u4f9b\u652f\u63f4\u3002<\/td>\n<td>\u8a72<em>\u8a02\u55ae\u8655\u7406<\/em>\u6d41\u7a0b\u70ba<em>\u8a02\u55ae\u5c65\u884c<\/em>\u670d\u52d9\u63d0\u4f9b\u652f\u63f4\u3002<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>\u6b63\u78ba\u4f7f\u7528\u9019\u4e9b\u95dc\u4fc2\u53ef\u78ba\u4fdd\u6a21\u578b\u53cd\u6620\u73fe\u5be6\u3002\u4f8b\u5982\uff0c\u4e00\u500b<em>\u6d41\u7a0b<\/em>\u95dc\u4fc2\u8868\u793a\u7269\u4ef6\u7684\u79fb\u52d5\uff0c\u4f8b\u5982\u4e00\u500b<em>\u5ba2\u6236\u8acb\u6c42<\/em>\u3002\u4e00\u500b<em>\u5b58\u53d6<\/em>\u95dc\u4fc2\u8868\u793a\u4e00\u500b\u53c3\u8207\u8005\u5177\u6709\u4f7f\u7528\u670d\u52d9\u7684\u80fd\u529b\u3002<\/p>\n<h3>\u52d5\u614b\u884c\u70ba<\/h3>\n<p>\u96d6\u7136\u5546\u696d\u5c64\u901a\u5e38\u88ab\u8996\u70ba\u975c\u614b\uff0c\u4f46\u65c5\u7a0b\u662f\u52d5\u614b\u7684\u3002\u70ba\u4e86\u6355\u6349\u4e8b\u4ef6\u7684\u9806\u5e8f\uff0c\u5efa\u6a21\u8005\u61c9\u5c08\u6ce8\u65bc\u6d41\u7a0b\u7684<em>\u89f8\u767c<\/em>\u3002\u5ba2\u6236\u884c\u70ba\uff08\u4f8b\u5982\u9ede\u64ca\u6309\u9215\uff09\u6703\u89f8\u767c\u5546\u696d\u6d41\u7a0b\uff08\u4f8b\u5982<em>\u66f4\u65b0\u500b\u4eba\u6a94\u6848<\/em>\uff09\u3002\u9019\u7a2e\u56e0\u679c\u95dc\u4fc2\u6700\u4f73\u900f\u904e\u5546\u696d\u7269\u4ef6\u8207\u6d41\u7a0b\u4e4b\u9593\u7684\u6d41\u7a0b\u95dc\u4fc2\u4f86\u5448\u73fe\u3002<\/p>\n<h2>\u9023\u7d50\u81f3\u61c9\u7528\u7a0b\u5f0f\u8207\u6280\u8853\u5c64 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<em>\u7dda\u4e0a\u7d50\u5e33<\/em><\/li>\n<li><strong>\u61c9\u7528\u7a0b\u5f0f\u670d\u52d9\uff1a<\/strong> <em>\u4ed8\u6b3e\u7db2\u95dc API<\/em><\/li>\n<li><strong>\u61c9\u7528\u7a0b\u5f0f\u5143\u4ef6\uff1a<\/strong> <em>\u4ea4\u6613\u8655\u7406\u5668<\/em><\/li>\n<li><strong>\u6280\u8853\u7bc0\u9ede\uff1a<\/strong> <em>\u96f2\u7aef\u4f3a\u670d\u5668\u53e2\u96c6<\/em><\/li>\n<\/ul>\n<p>\u900f\u904e\u7dad\u6301\u9019\u4e9b\u9023\u7d50\uff0c\u67b6\u69cb\u5e2b\u53ef\u5c07\u5ba2\u6236\u6295\u8a34\u8ffd\u6eaf\u81f3\u7279\u5b9a\u7684\u4f3a\u670d\u5668\u8a2d\u5b9a\u6216\u8edf\u9ad4\u6a21\u7d44\u3002\u9019\u7a2e\u53ef\u8ffd\u6eaf\u6027\u5c0d\u65bc\u6839\u672c\u539f\u56e0\u5206\u6790\u81f3\u95dc\u91cd\u8981\u3002<\/p>\n<h2>\u5206\u6790\u8207\u512a\u5316 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\u6216<em>\u5ba2\u6236<\/em>.<\/li>\n<li><strong>\u7248\u672c\u63a7\u5236\uff1a<\/strong> \u5c07\u67b6\u69cb\u6a21\u578b\u8996\u70ba\u7a0b\u5f0f\u78bc\u3002\u5c0d\u65c5\u7a0b\u7684\u4efb\u4f55\u8b8a\u66f4\u90fd\u61c9\u88ab\u8ffd\u8e64\u3001\u5be9\u67e5\u4e26\u6838\u51c6\u3002<\/li>\n<li><strong>\u5206\u96e2\u95dc\u6ce8\u9ede\uff1a<\/strong> \u4e0d\u8981\u5c07\u5546\u696d\u908f\u8f2f\u8207\u6280\u8853\u5be6\u4f5c\u7d30\u7bc0\u6df7\u70ba\u4e00\u8ac7\u3002\u61c9\u8b93\u5546\u696d\u5c64\u5c08\u6ce8\u65bc\u4f01\u696d\u6240\u57f7\u884c\u7684\u696d\u52d9\uff0c\u800c\u975e\u5176\u5efa\u69cb\u65b9\u5f0f\u3002<\/li>\n<\/ul>\n<h2>\u5e38\u898b\u6311\u6230\u8207\u89e3\u6c7a\u65b9\u6848 \u26a0\ufe0f<\/h2>\n<p>\u5efa\u6a21\u8907\u96dc\u7684\u65c5\u7a0b\u5e38\u6703\u5e36\u4f86\u56f0\u96e3\u3002\u53ca\u65e9\u8b58\u5225\u9019\u4e9b\u6311\u6230\uff0c\u53ef\u7bc0\u7701\u5927\u91cf\u6642\u9593\u8207\u7cbe\u529b\u3002<\/p>\n<h3>\u6311\u6230 1\uff1a\u904e\u5ea6\u8907\u96dc<\/h3>\n<p><strong>\u554f\u984c\uff1a<\/strong> \u6a21\u578b\u8b8a\u5f97\u904e\u65bc\u7d30\u7bc0\uff0c\u96e3\u4ee5\u95b1\u8b80\u3002<\/p>\n<p><strong>\u89e3\u6c7a\u65b9\u6848\uff1a<\/strong> \u4f7f\u7528\u59d4\u6d3e\u3002\u70ba\u65c5\u7a0b\u7684\u7279\u5b9a\u90e8\u5206\u5efa\u7acb\u5b50\u5716\u8868\u3002\u4fdd\u6301\u9ad8\u968e\u8996\u5716\u5c08\u6ce8\u65bc\u7aef\u5230\u7aef\u7684\u6d41\u7a0b\u3002<\/p>\n<h3>\u6311\u6230 2\uff1a\u89d2\u8272\u6a21\u7cca<\/h3>\n<p><strong>\u554f\u984c\uff1a<\/strong> \u4e0d\u6e05\u695a\u8ab0\u57f7\u884c\u54ea\u9805\u6d3b\u52d5\u3002<\/p>\n<p><strong>\u89e3\u6c7a\u65b9\u6848\uff1a<\/strong> \u660e\u78ba\u70ba\u6d41\u7a0b\u5206\u914d\u89d2\u8272\u3002\u78ba\u4fdd\u6bcf\u500b\u6d41\u7a0b\u5728\u7d44\u7e54\u67b6\u69cb\u4e2d\u90fd\u6709\u660e\u78ba\u7684\u8ca0\u8cac\u4eba\u3002<\/p>\n<h3>\u6311\u6230 3\uff1a\u975c\u614b\u8207\u52d5\u614b<\/h3>\n<p><strong>\u554f\u984c\uff1a<\/strong> 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