Why journey management is really organizational design
Most companies think journey management is about better maps. But as Jochem van der Veer explains in this episode, no map can fix an organization designed to work in silos.
Drawing on insights from Dan Sullivan, Director of Journey Management at CHG Healthcare, this episode shows how journey management becomes a true operating model—one that rewires how decisions, priorities, and accountability move across teams.
CHG’s “Journey Atlas” turned customer understanding into a decision-making nervous system, linking OKRs, roadmaps, and feedback loops across the enterprise. Their immersive “Journey Museum” helped 500 employees and leaders see their work in one shared context—transforming how they think, plan, and act.
What you’ll learn:
Why journey management is really organizational design
How CHG built centralized governance with decentralized execution
The power of schema, structure, and shared language for cross-team coordination
How to turn journeys from documentation into your company’s operating logic
Watch the episode:
See how CHG Healthcare turned journey management into a system for business transformation—and why your maps should shape how your organization works, not just how it looks.
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