Client Expectations and Painpoints
The expectations and painpoints are specific to each persona with respect to a customer journey step.
Adding persona expectations to customer journey mapping
An external org-unit is an external entity that exchanges flows with the enterprise. Example: customer, supplier, government office.The expectations of a customer journey are also connected to personas and they must also be connected to the steps in the customer journey that use them.
The list of expectations of a customer journey is accessed from the Characteristics properties page, in the Customer Expectations section.The list of expectations of a persona is accessed from the Customer Journey properties page of the persona, in the Customer Expectations section.For more details, see Specifying the expectations of a persona.To specify that a new customer expectation is connected to a customer journey:
1. Select the mapping of customer journey that interests you.
2. Click the Steps tab to access the list of steps in the customer journey.
3. Select the step that you wish to connect to an expectation and click in the Expected Results.
Use the down arrow to easily access the list of customer expectations of the customer journey.4. Select the expectations that you want to connect to the step and click on the outside of the selection window pane.
The customer expectations selected appear in the swimlane of the step.
To create a new customer expectation, enter its name. The new customer expectation appears in the list of customer journey expectations.Defining customer painpoints
A painpoint describes the difficulties encountered by a persona when carrying out a step in the customer journey.To specify that a new painpoint is connected to a customer journey:
1. Click the Steps tab to access the list of steps in the customer journey.
2. Select the step concerned and click in the Painpoint column.
The list of painpoints connected to the mapping of the customer journey is displayed.
3. Select the painpoints that you want to connect to the step and click on the outside of the selection window pane.
The painpoints selected appear in the swimlane of the step.
To create a new painpoint, enter its name. The new painpoint appears in the list of journey painpoints.