Interactive Customer Journey Map

This diagram is interactive, try for yourself!
To see how the diagram looked previously click the “before/after” toggle in the top right-hand corner

(press “enable all” to remove the bar at the bottom)
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The Challenges

This client was analysing their infrastructure for the customer claims handling process but failed to get the business to understand the process at a high level. The tool used to design the original is a modelling tool made specifically for architects, not with the intention of sharing to the wider business. Without a clear journey, the diagram was simply too confusing to distinguish between any start and end points, or to follow the processes sitting behind the actions required at each step.

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The Solution

Turning the diagram into an interactive document allowed for a much more coherent customer journey, clearly highlighting the steps required at each stage. This allowed for a much greater understanding within the business, as unclear arrows and text positioning made the original diagram confusing to a non-architect. A clear structure to the diagram had been defined while colours, icons and client branding made this document much more circulatable.

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