Customer Journey Mapping
Map customer goals, touchpoints, friction and handoffs before redesigning the journey.
Cheat sheet
Map customer goals, touchpoints, friction and handoffs before redesigning the journey.
What to check first
Observe recent journeys and find where customers repeat information or lose confirmation.
How to make the call
Measure completed appointments and support contacts per booking.
OpenStax · Retailing and wholesaling · further reading for retail & services
Indian practice case
Fictional scenario
A Pune clinic sees missed bookings after patients switch from chat to phone.
Reveal the step-by-step solution
- Diagnose the problem.
Observe recent journeys and find where customers repeat information or lose confirmation.
- Work through the evidence.
Pilot a shared booking reference and a single confirmation message.
- Recommend and validate.
Measure completed appointments and support contacts per booking.
More Indian cases
Interview question
How would you use customer journey mapping to make the decision in this case? Explain which data you need first and what would change your recommendation.
See what a strong answer includes
Pilot a shared booking reference and a single confirmation message. Measure completed appointments and support contacts per booking.