“Create a customer journey map for a home insurance claim with four stages: Report damage, Assess, Repair and Close claim. In Report damage, the customer documents a burst pipe and starts a claim and needs confirmation of urgent next steps. In Assess, they share photos and meet an adjuster, but status updates are unclear. In Repair, they choose a contractor and track repairs and need clarity on covered work. In Close claim, they review payment and close the claim, with an opportunity to explain the final settlement.”
図の背後にある意思決定を読み解く。
Explain urgent safety and mitigation steps immediately.
Give customers clear ownership and timing during assessment.
Make covered work and settlement decisions understandable.
Use for complex service journeys involving handoffs, uncertainty and financial decisions.
よくある質問
Why map a claim journey?
Claims involve stressful handoffs and decisions; a map helps teams see the experience across those boundaries.
What is a pain point in a journey map?
It is a moment of friction, uncertainty or extra effort that affects the customer goal.
Can a journey map include partners?
Yes. Adjusters, contractors and other partners can be included where they affect the customer experience.