Customer Journey Breakout Task
This exercise is designed to help you step out of our internal processes and into the experience of a land manager progressing through this stage of their journey with us.
You have been provided with the key elements of this stage, including the land manager’s goals, our internal goals, the steps they take, and the touchpoints they have with Climate Friendly. Your role is to interpret these through the land manager’s perspective, using your own expertise to explore how the experience feels, where it works well, and where it could be improved.
As a cross-functional group, you should use this opportunity to better understand how different teams contribute to the experience, and where stronger coordination could create a more seamless, confident journey for the land manager while also delivering on our business goals.
Step 1: Step into the land manager experience
Using the goals and steps, consider:
- What is the land manager trying to understand, decide, or feel confident about?
- What questions do they have?
- What concerns or risks might they be weighing up?
- What would a good experience feel like to them here?
- Looking at the steps provided, where might the land manager:
- feel confident
- feel unsure or confused
- slow down or hesitate
- Where do we support them well?
- Where could the experience be clearer or easier?
Step 2: Cross-team view
- Which teams within Climate Friendly is involved across this stage?
- How does each team support the land manager?
- Where does coordination between teams really matter?
Step 3: Identify gaps
- Where do things break down?
- Where might the land manager experience:
- confusion
- delays
- mixed messages
- Where are we prioritising our process over their experience?
Step 4: Improve it
- What are the 2–3 biggest changes that would:
- improve the land manager’s experience
- help us achieve our goals
What to present (7-10 mins)
- Snapshot
- Your Customer Journey Stage, customer goals, key touchpoints
- Cross-team view
- Who is involved and how
- Where coordination matters
- Key decisions
- What decisions need to be made (by them or us)?
- Friction points
- Where things break down
- Improvements
- 2–3 high-impact changes
Timing & setup
- 45 mins to work (until 3pm)
- Use the wall, post-its, and printout
- QR code available
- 7 mins to present
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Reminder
Focus on how the land manager experiences working with us, not how we run the process.
