Customer Journey Pain Point Prioritisation
Find where to intervene.
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Prioritise pain points in a customer journey. Journey stages and what happens: [JOURNEY]. Evidence of pain points (support tickets, interviews, analytics): [EVIDENCE]. Create a table of stages and pain points with frequency, severity, evidence quality, and potential effect on a key metric. Rank them using a scoring approach and show the arithmetic. Select three to address and propose a small test for each. Provide a view of emotional highs and lows in text form. Note data gaps and where more research is needed. Avoid proposing features before the problems are understood. Add a column showing how confident we are in each pain point based on the number of independent sources, and a method for sizing the number of affected customers from analytics, marked as a placeholder until real data is added. Provide a short list of questions for validating the top three pain points in interviews, and a way to summarise the prioritised list for a leadership update.
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