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Bringing together stakeholders from different departments, I created a customer journey map for a user flow to better understand customer touchpoints and pain points.
Problem
Customers had a hard time navigating a system that they found both confusing and time consuming.
Solution
My role was to workshop with stakeholders on the key problem areas and possible solutions in the customer's journey. I then synthesised the results to create a customer journey map of the current state, and of the future state once possible solutions were implemented.
Note: Due to the confidential nature of the project an anonymised, simplified version of the journey map can be found below.
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