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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.
Before we get started
Tell me where to send your results.
I’ll use your first name as we go and send your personalized results here when we’re done.
I’ll use your name as we go and on your results.
I’ll send your personalized results here when we’re done.
No spam. Strategy tips are completely optional and separate from receiving your Finder results.
A little context first
Tell me a little about the business.
Nothing complicated here. I just want enough context to make the questions and examples fit what you actually do.
Be as specific as you want. This helps me make the examples and recommendations more relevant.
Looking at the whole experience
How clear are you on what someone actually goes through from the first time they hear about you to what happens afterward?
Think about the whole experience: finding you, deciding, getting started, receiving what they came for, and what happens after.
Think about it this way…
Picture the full experience, not just the moment someone buys, books, signs up, or works with you.
How did they find you? What did they have to figure out? What happened when they reached out? How did they get started? What happened afterward?
If you can follow that path pretty clearly from their side, you probably have a good handle on the journey.
Looking good so far
Okay. The Finder shell is working.
This screen is only here while we build. If you can move forward, move backward, refresh the page, and come back to the same place, our foundation is doing what it should.
Saved so far
Need to step away?
Your progress will stay here on this device so you can come back later.