Client Journey Map
Mapping every interaction and touchpoint of our client experience allows us to see our users perspective and work to remove obstacles and barriers they may encounter.
A client journey map isn't a product, but the creation of one was an important project that required hours of discovery and effort, and needs to be updated over time.
Problem: One asset that was missing when I first started at Freedom was a documented client journey from beginning to end. People could talk you through roughly what the experience was like and where users may experience highs and lows, but it was anecdotal and imprecise.
Solution: Map out the entire client journey of a debt settlement user.
Discovery
User surveys: 2
Remote client interviews: 12
Employee interviews: 10
