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)

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.


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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