{"id":1193,"date":"2026-02-25T10:37:24","date_gmt":"2026-02-25T10:37:24","guid":{"rendered":"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/representing-channels-in-bpmn\/"},"modified":"2026-02-25T10:37:24","modified_gmt":"2026-02-25T10:37:24","slug":"representing-channels-in-bpmn","status":"publish","type":"docs","link":"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/representing-channels-in-bpmn\/","title":{"rendered":"Representing Channels: Web, Mobile, Phone, and In-Person"},"content":{"rendered":"<p>There\u2019s a common misconception: that representing channels in BPMN means duplicating entire workflows for every touchpoint\u2014web, mobile, phone, in-person. That\u2019s not only inefficient, it distorts the customer experience.<\/p>\n<p>Here\u2019s what actually matters: the customer\u2019s journey is continuous, even when the path changes. Web, mobile, phone, and in-person aren\u2019t separate processes\u2014they\u2019re different ways the same journey unfolds.<\/p>\n<p>Over two decades of modeling customer experiences has taught me one truth: the goal isn\u2019t to show every channel in isolation, but to design models that reflect reality\u2014where a customer might start on mobile, continue via phone, and finish in person, all within the same process flow.<\/p>\n<p>This chapter walks you through how to represent channels in BPMN without creating visual chaos. You&#8217;ll learn when to use dedicated lanes, when annotations are better, and how to model common patterns like self-service and assisted journeys\u2014keeping logic clean and customer-centric.<\/p>\n<h2>Understanding Channel Representation in BPMN<\/h2>\n<p>Channels are the delivery mechanisms of the customer journey. They aren\u2019t standalone processes. They are ways the same underlying workflow is accessed.<\/p>\n<p>Modeling them correctly means focusing on where the customer interacts, not duplicating the experience for every channel.<\/p>\n<p class=\"note\"><strong>Key insight:<\/strong> The channel is not the process. The channel is the path into the process.<\/p>\n<p>Consider a bank\u2019s loan application. A customer can begin on the website, complete part on the mobile app, and finish at a branch. The workflow remains largely the same. The difference lies in how the customer enters the process and how information is submitted.<\/p>\n<h3>When to Use Dedicated Lanes for Channels<\/h3>\n<p>Use dedicated lanes when different teams or systems handle each channel.<\/p>\n<ul>\n<li>Web: handled by digital team, using a web form<\/li>\n<li>Mobile: handled by app team, with push notifications<\/li>\n<li>Call center: handled by agents, using a CRM system<\/li>\n<li>In-person: handled by branch staff, using paper or tablet<\/li>\n<\/ul>\n<p>Each lane represents both the user role and the system interface.<\/p>\n<p>But never assume that one channel = one lane. Some channels share the same backend logic. For example, web and mobile might both route through the same API.<\/p>\n<h3>When to Use Annotations Instead of Lanes<\/h3>\n<p>When channels share the same path, use annotations to clarify access points.<\/p>\n<p>For example, in a customer support workflow, a single activity like \u201cProcess Complaint\u201d can be annotated:<\/p>\n<ul>\n<li><strong>[Web Form]<\/strong> \u2013 Submitted via website contact form<\/li>\n<li><strong>[Phone]<\/strong> \u2013 Called in during business hours<\/li>\n<li><strong>[In-Branch]<\/strong> \u2013 Hand-delivered or scanned at counter<\/li>\n<\/ul>\n<p>This avoids redundancy and keeps the diagram readable.<\/p>\n<h2>Common Channel Modeling Patterns in BPMN<\/h2>\n<h3>Pattern 1: Online Self-Service (Web\/Mobile)<\/h3>\n<p>For self-service scenarios like account management, password reset, or form submission, use a single lane for \u201cCustomer\u201d and a dedicated \u201cDigital\u201d lane for backend processing.<\/p>\n<p>Example: A customer submits a request via web. The system validates it and triggers a service task. No human handoff needed.<\/p>\n<p>Best practice: Use a <strong>Send Task<\/strong> to represent the outbound message (e.g., \u201cSend confirmation email\u201d) and a <strong>Receive Task<\/strong> for the incoming action (e.g., \u201cUser submits form\u201d).<\/p>\n<p>Keep decisions simple: \u201cIs the input valid?\u201d If yes, proceed. If no, route to a <strong>Message Event Subprocess<\/strong> for error handling.<\/p>\n<h3>Pattern 2: Call Center Assistance<\/h3>\n<p>When a customer calls, the agent becomes the human interface. Represent this with a \u201cCustomer Service Agent\u201d lane.<\/p>\n<p>Start with a <strong>Message Flow<\/strong> from the customer to the agent, indicating \u201cRequest for help.\u201d<\/p>\n<p>Then, use a sequence of tasks: \u201cVerify identity,\u201d \u201cReview history,\u201d \u201cDetermine issue type.\u201d<\/p>\n<p>Use a <strong>Gateway<\/strong> to branch based on complexity:<\/p>\n<ul>\n<li>If \u201cSimple issue\u201d \u2192 \u201cResolve and close\u201d<\/li>\n<li>If \u201cComplex issue\u201d \u2192 \u201cEscalate to specialist\u201d<\/li>\n<\/ul>\n<p>This keeps the model scalable and avoids overloading the main path.<\/p>\n<h3>Pattern 3: In-Person Service (Branch Visit)<\/h3>\n<p>Model in-person interactions using a \u201cBranch Staff\u201d lane. The customer enters the process via physical presence.<\/p>\n<p>Use a <strong>Start Event<\/strong> labeled \u201cCustomer arrives at branch\u201d and immediately trigger a task: \u201cGreet customer and collect document.\u201d<\/p>\n<p>Important: Avoid duplicating logic. If the backend system is the same as for phone or web, reuse the same service task.<\/p>\n<p>Instead, annotate the task: \u201cSame system used across all channels.\u201d<\/p>\n<p>This avoids confusion and maintains consistency.<\/p>\n<h2>Avoiding Clutter in Multi-Channel Customer Journeys BPMN<\/h2>\n<p>Clutter happens when every variation of a channel gets its own lane or path. The result? A diagram that no one can read, let alone use.<\/p>\n<p>Here\u2019s what works instead:<\/p>\n<h3>Use Subprocesses to Encapsulate Channel Logic<\/h3>\n<p>When multiple channels use the same workflow, wrap it in a <strong>Subprocess<\/strong>.<\/p>\n<p>Create a single subprocess labeled \u201cProcess Application\u201d or \u201cVerify Identity.\u201d<\/p>\n<p>Then, show three different entry points:<\/p>\n<ul>\n<li>Web: \u201cSubmit online form\u201d \u2192 [Subprocess]<\/li>\n<li>Phone: \u201cCall center request\u201d \u2192 [Subprocess]<\/li>\n<li>In-branch: \u201cPresent ID at counter\u201d \u2192 [Subprocess]<\/li>\n<\/ul>\n<p>Now, the complexity is contained. The main flow stays clean.<\/p>\n<h3>Use Annotations to Clarify Channel Differences<\/h3>\n<p>Example: A \u201cSubmit Application\u201d task can have this annotation:<\/p>\n<p><code>\u2022 Web: Form auto-filled, submitted via HTTPS<\/code><br \/>\n    <code>\u2022 Mobile: App submission with biometric authentication<\/code><br \/>\n    <code>\u2022 Phone: Agent enters details via CRM<\/code><br \/>\n    <code>\u2022 In-branch: Paper form, signed in person<\/code><\/p>\n<p>This keeps the main model uncluttered while preserving context.<\/p>\n<h3>Define a Channel Entry Point Standard<\/h3>\n<p>Agree on a consistent way to represent channel entry in your organization.<\/p>\n<p>Example:<\/p>\n<table border=\"1\" cellpadding=\"4\" cellspacing=\"0\">\n<tbody>\n<tr>\n<th>Channel<\/th>\n<th>Entry Event<\/th>\n<th>Input Method<\/th>\n<th>Shared Logic?<\/th>\n<\/tr>\n<tr>\n<td>Web<\/td>\n<td>Form submission<\/td>\n<td>HTTPS POST with validation<\/td>\n<td>Yes<\/td>\n<\/tr>\n<tr>\n<td>Mobile<\/td>\n<td>App form submission<\/td>\n<td>App API with token<\/td>\n<td>Yes<\/td>\n<\/tr>\n<tr>\n<td>Phone<\/td>\n<td>Agent-initiated request<\/td>\n<td>CRM entry<\/td>\n<td>Yes<\/td>\n<\/tr>\n<tr>\n<td>In-Person<\/td>\n<td>Staff input at counter<\/td>\n<td>Manual entry with verification<\/td>\n<td>Yes<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>This table becomes a living reference. Teams can align on how to model new channels without reinventing the wheel.<\/p>\n<h2>Practical Example: Loan Application Across Channels<\/h2>\n<p>Let\u2019s walk through a real-world example.<\/p>\n<p>Start with a <strong>Start Event<\/strong>: \u201cCustomer submits loan request.\u201d<\/p>\n<p>Then, use a <strong>Gateway<\/strong> to branch based on input method:<\/p>\n<ul>\n<li>Web \u2192 <strong>Subprocess: Validate Online Application<\/strong><\/li>\n<li>Mobile \u2192 <strong>Subprocess: Validate App Submission<\/strong><\/li>\n<li>Phone \u2192 <strong>Subprocess: Agent Verifies Data<\/strong><\/li>\n<li>In-Person \u2192 <strong>Subprocess: Branch Staff Verifies<\/strong><\/li>\n<\/ul>\n<p>Each subprocess uses the same logic: validate income, credit check, document completeness.<\/p>\n<p>After validation, all paths converge at a single <strong>Service Task<\/strong>: \u201cSend to underwriting.\u201d<\/p>\n<p>This structure ensures that every channel is represented, but the core logic remains unified.<\/p>\n<p>Use annotations to explain differences:<\/p>\n<p><code>\u2022 Web: Auto-filled fields, digital signature<\/code><br \/>\n    <code>\u2022 Mobile: App-based form with camera upload<\/code><br \/>\n    <code>\u2022 Phone: Agent types details, no upload<\/code><br \/>\n    <code>\u2022 In-Branch: Paper form, signed in presence of staff<\/code><\/p>\n<p>This is how you model multi-channel customer journeys BPMN\u2014efficiently, clearly, and at scale.<\/p>\n<h2>Frequently Asked Questions<\/h2>\n<h3>Should I create a separate BPMN diagram for each channel?<\/h3>\n<p>No. Creating separate diagrams for web, mobile, phone, and in-person leads to fragmentation and inconsistency. Instead, model the unified journey and show channel differences through annotations, subprocesses, or entry points.<\/p>\n<h3>How do I represent a customer who switches channels?<\/h3>\n<p>Use a single process with multiple entry points. Capture the switch in the flow using a <strong>Message Flow<\/strong> or a <strong>Sequence Flow<\/strong> from one channel lane to another.<\/p>\n<p>Example: \u201cCustomer starts on mobile app but requests agent help.\u201d The flow branches to \u201cEscalate to call center\u201d with a note: \u201cHandoff initiated by customer.\u201d<\/p>\n<h3>Can I use different lanes for web and mobile if they have separate logic?<\/h3>\n<p>Yes\u2014but only if the backend logic differs. If both use the same API or service, keep them under one lane or use a subprocess to avoid duplication.<\/p>\n<h3>Is it okay to use color to distinguish channels in BPMN?<\/h3>\n<p>Yes, but sparingly. Use color only to highlight key areas or for presentation clarity. Avoid overusing it, as it can mislead readers into thinking color = process difference. Always pair color with text labels.<\/p>\n<h3>How do I keep BPMN models of multi-channel journeys from becoming too complex?<\/h3>\n<p>Apply the \u201cone process, multiple access points\u201d principle. Group shared logic into subprocesses. Use annotations for channel-specific details. Keep the main flow focused on customer actions and decision points, not interface variations.<\/p>\n<h3>What if my team insists on a separate lane for each channel?<\/h3>\n<p>Start with a shared model. Show them how one process with annotations reduces maintenance overhead, improves consistency, and makes cross-channel analysis easier. Use real examples from your organization to demonstrate the benefits of consolidation.<\/p>\n<p>Ultimately, the goal is not to model every channel perfectly\u2014but to model the experience correctly, so that every interaction, no matter how it begins, leads to a better outcome.<\/p>\n<p>Remember: representing channels in BPMN isn\u2019t about how many lanes you draw. It\u2019s about how clearly you show the customer\u2019s journey, wherever they may begin.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>There\u2019s a common mis [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":1191,"menu_order":1,"template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"doc_tag":[],"class_list":["post-1193","docs","type-docs","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Representing Channels in BPMN<\/title>\n<meta name=\"description\" content=\"Learn how to represent web, mobile, phone, and in-person channels in BPMN with clarity, avoiding clutter. Master multi-channel customer journeys BPMN using proven modeling patterns.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/representing-channels-in-bpmn\/\" \/>\n<meta property=\"og:locale\" content=\"zh_TW\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Representing Channels in BPMN\" \/>\n<meta property=\"og:description\" content=\"Learn how to represent web, mobile, phone, and in-person channels in BPMN with clarity, avoiding clutter. Master multi-channel customer journeys BPMN using proven modeling patterns.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/representing-channels-in-bpmn\/\" \/>\n<meta property=\"og:site_name\" content=\"Visual Paradigm Skills \u7e41\u9ad4\u4e2d\u6587\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u9810\u4f30\u95b1\u8b80\u6642\u9593\" \/>\n\t<meta name=\"twitter:data1\" content=\"7 \u5206\u9418\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/representing-channels-in-bpmn\/\",\"url\":\"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/representing-channels-in-bpmn\/\",\"name\":\"Representing Channels in BPMN\",\"isPartOf\":{\"@id\":\"https:\/\/skills.visual-paradigm.com\/tw\/#website\"},\"datePublished\":\"2026-02-25T10:37:24+00:00\",\"description\":\"Learn how to represent web, mobile, phone, and in-person channels in BPMN with clarity, avoiding clutter. Master multi-channel customer journeys BPMN using proven modeling patterns.\",\"breadcrumb\":{\"@id\":\"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/representing-channels-in-bpmn\/#breadcrumb\"},\"inLanguage\":\"zh-TW\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/representing-channels-in-bpmn\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/representing-channels-in-bpmn\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/skills.visual-paradigm.com\/tw\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Modeling Customer Journeys with BPMN\",\"item\":\"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Designing Customer-Centric BPMN Models\",\"item\":\"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/\"},{\"@type\":\"ListItem\",\"position\":4,\"name\":\"Representing Channels: Web, Mobile, Phone, and In-Person\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/skills.visual-paradigm.com\/tw\/#website\",\"url\":\"https:\/\/skills.visual-paradigm.com\/tw\/\",\"name\":\"Visual Paradigm Skills \u7e41\u9ad4\u4e2d\u6587\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/skills.visual-paradigm.com\/tw\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/skills.visual-paradigm.com\/tw\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"zh-TW\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/skills.visual-paradigm.com\/tw\/#organization\",\"name\":\"Visual Paradigm Skills \u7e41\u9ad4\u4e2d\u6587\",\"url\":\"https:\/\/skills.visual-paradigm.com\/tw\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"zh-TW\",\"@id\":\"https:\/\/skills.visual-paradigm.com\/tw\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/skills.visual-paradigm.com\/tw\/wp-content\/uploads\/sites\/2\/2026\/02\/favicon.svg\",\"contentUrl\":\"https:\/\/skills.visual-paradigm.com\/tw\/wp-content\/uploads\/sites\/2\/2026\/02\/favicon.svg\",\"width\":70,\"height\":70,\"caption\":\"Visual Paradigm Skills \u7e41\u9ad4\u4e2d\u6587\"},\"image\":{\"@id\":\"https:\/\/skills.visual-paradigm.com\/tw\/#\/schema\/logo\/image\/\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Representing Channels in BPMN","description":"Learn how to represent web, mobile, phone, and in-person channels in BPMN with clarity, avoiding clutter. Master multi-channel customer journeys BPMN using proven modeling patterns.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/representing-channels-in-bpmn\/","og_locale":"zh_TW","og_type":"article","og_title":"Representing Channels in BPMN","og_description":"Learn how to represent web, mobile, phone, and in-person channels in BPMN with clarity, avoiding clutter. Master multi-channel customer journeys BPMN using proven modeling patterns.","og_url":"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/representing-channels-in-bpmn\/","og_site_name":"Visual Paradigm Skills \u7e41\u9ad4\u4e2d\u6587","twitter_card":"summary_large_image","twitter_misc":{"\u9810\u4f30\u95b1\u8b80\u6642\u9593":"7 \u5206\u9418"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/representing-channels-in-bpmn\/","url":"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/representing-channels-in-bpmn\/","name":"Representing Channels in BPMN","isPartOf":{"@id":"https:\/\/skills.visual-paradigm.com\/tw\/#website"},"datePublished":"2026-02-25T10:37:24+00:00","description":"Learn how to represent web, mobile, phone, and in-person channels in BPMN with clarity, avoiding clutter. Master multi-channel customer journeys BPMN using proven modeling patterns.","breadcrumb":{"@id":"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/representing-channels-in-bpmn\/#breadcrumb"},"inLanguage":"zh-TW","potentialAction":[{"@type":"ReadAction","target":["https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/representing-channels-in-bpmn\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/representing-channels-in-bpmn\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/skills.visual-paradigm.com\/tw\/"},{"@type":"ListItem","position":2,"name":"Modeling Customer Journeys with BPMN","item":"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/"},{"@type":"ListItem","position":3,"name":"Designing Customer-Centric BPMN Models","item":"https:\/\/skills.visual-paradigm.com\/tw\/docs\/modeling-customer-journeys-with-bpmn\/designing-customer-centric-bpmn-models\/"},{"@type":"ListItem","position":4,"name":"Representing Channels: Web, Mobile, Phone, and In-Person"}]},{"@type":"WebSite","@id":"https:\/\/skills.visual-paradigm.com\/tw\/#website","url":"https:\/\/skills.visual-paradigm.com\/tw\/","name":"Visual Paradigm Skills \u7e41\u9ad4\u4e2d\u6587","description":"","publisher":{"@id":"https:\/\/skills.visual-paradigm.com\/tw\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/skills.visual-paradigm.com\/tw\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"zh-TW"},{"@type":"Organization","@id":"https:\/\/skills.visual-paradigm.com\/tw\/#organization","name":"Visual Paradigm Skills \u7e41\u9ad4\u4e2d\u6587","url":"https:\/\/skills.visual-paradigm.com\/tw\/","logo":{"@type":"ImageObject","inLanguage":"zh-TW","@id":"https:\/\/skills.visual-paradigm.com\/tw\/#\/schema\/logo\/image\/","url":"https:\/\/skills.visual-paradigm.com\/tw\/wp-content\/uploads\/sites\/2\/2026\/02\/favicon.svg","contentUrl":"https:\/\/skills.visual-paradigm.com\/tw\/wp-content\/uploads\/sites\/2\/2026\/02\/favicon.svg","width":70,"height":70,"caption":"Visual Paradigm Skills \u7e41\u9ad4\u4e2d\u6587"},"image":{"@id":"https:\/\/skills.visual-paradigm.com\/tw\/#\/schema\/logo\/image\/"}}]}},"_links":{"self":[{"href":"https:\/\/skills.visual-paradigm.com\/tw\/wp-json\/wp\/v2\/docs\/1193","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skills.visual-paradigm.com\/tw\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/skills.visual-paradigm.com\/tw\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/skills.visual-paradigm.com\/tw\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":0,"href":"https:\/\/skills.visual-paradigm.com\/tw\/wp-json\/wp\/v2\/docs\/1193\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/skills.visual-paradigm.com\/tw\/wp-json\/wp\/v2\/docs\/1191"}],"wp:attachment":[{"href":"https:\/\/skills.visual-paradigm.com\/tw\/wp-json\/wp\/v2\/media?parent=1193"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/skills.visual-paradigm.com\/tw\/wp-json\/wp\/v2\/doc_tag?post=1193"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}