Customer journey mapping demo
From first enquiry to renewal
Persona: first-time business administrator · Current-state journey · Owner: Service design
Map edition 1
Journey touchpoints6Across one bounded scenario
Current evidence coverage4 / 666.7% of touchpoints
High-effort touchpoints2Rated 4 or 5 on a five-point scale
T03 repeated entry baseline40%12 of 30 observed attempts
Current-state map
Evidence beside the experience
Coverage counts touchpoints with a current source. It does not measure customer satisfaction, completion rate or the percentage of all customers represented.
T03 · Activate account
Setup asks for the same details twice
Administrator re-enters business details after confirming an invitation.
Channel / responsible teamWeb / Onboarding
Customer effort5 / 5
Observation E0312 / 30 = 40%
Synthetic moderated attempts · Same task and inclusion rule · 1–15 October 2026. Repeated attempts by the same example participant are deduplicated.
The observation supports this task-specific pain point. A small study does not establish the prevalence across every customer or channel.
Evidence owner controls
Review the source behind the map
E03 is current. T03 can support an improvement decision.
Changing source eligibility creates another map edition. An action approved against an older edition returns for review.
Evidence coverage ledger
A03 · Reduce repeated setup entry
Agree a measurable handoff
Baseline12 / 30 attempts · 40%
Target rate20% or lower
Success measure: repeated entry attempts divided by observed eligible setup attempts. Preserve the task definition between observation periods.
Draft · No active approval
Outcome review
Keep the denominator visible
Observed repeated-entry rate25%Target not yet met
Only the Journey owner can record the outcome. Approval must use the current map edition and a current evidence source.
A lower rate is an observation against the target. It does not establish that the action caused the change.
Decision history
No approval recorded.