In many cases, any given product helps to fulfill only a part of a real business process. For example, a credit application may start on a web page and finish in the brick and mortar office. Failing to design the links between the systems causes a lot of user frustration.
We explore the whole customer journey that involves the product and check if there are any problems or misfits. Then we find out the ways to help the user to move to the next step and reduce negative experiences.
A map presenting interaction with the product and highlighting the problem areas. Suggestions for the changes in process that would help the users to move on to the next step.