Knowtizmnt
Getting Started
Getting oriented
Customer Journey Friction Finder
A clearer experience starts here.
Sometimes the problem is obvious. Sometimes it shows up as repeated questions, extra steps, people disappearing somewhere in the process, or your team doing far too much behind the scenes just to keep things moving.
This Finder will help you look at where the friction may be showing up, what may be causing it, and what I would pay attention to first.
About 10 minutes
A quick note before we start:
When I refer to “customers” throughout the Finder, I mean the
person or people you serve. That may be a client, patient, member,
donor, volunteer, student, participant, resident, or something
else entirely. Once I know a little more about what you do,
I’ll use language that fits better.
You do not need to have your customer journey mapped already. That is part of what we are figuring out.
Got it.
Now let’s follow the experience from their side.
Not how the process is supposed to work. What actually happens when someone moves through it.
The next section will look at what happens from the moment someone finds you through what happens after they move forward.
Pulling it together
Okay. I have what I need.
You gave me enough to start connecting the dots between what people are experiencing, what may be happening behind the scenes, and what is worth looking at first.
What I’m looking at
Need to step away?
Your progress will stay here on this device so you can come back later.