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NT-114 / Decision pack

Customer journey issue map

Locate the friction in a real customer task.

Locate the friction in a real customer task. Connect journey step, observed friction, evidence or test needed with responsibility and evidence. An action closes only when all task fields, owner and target date are entered, its state is Complete and an evidence reference is recorded.

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Editable .xlsxPDF guideNo macros

Start with the decision

Which observed journey issue still lacks evidence or an improvement owner?

Small teams reviewing a specific customer journey.

From input to next step.

  1. 01

    Set the boundary

    Choose one journey and define its real start and finish. Do not claim a complete customer-research study.

  2. 02

    Work through the record

    Record specific observed friction and separate it from an explanation you have not tested.

  3. 03

    Confirm the next step

    Assign a small improvement and verify the changed task. Retain the observation and result references.

A look inside

The example, in plain sight.

Fictional values from the workbook. Amounts are illustrative currency units, not a market rate or a customer result.

Reference
JM-01
Journey step
Find the offer
Observed friction
Scope unclear
Evidence or test needed
Review with actual user
Owner
Coordinator
Target date
2026-11-12
State
Complete
Evidence reference
Example record 1
Open action
0

Before you use the result.

  • Do not invent customer behaviour data.
  • Use consent for user research.
  • A completed action does not prove conversion improved.

A task-friction mapping worksheet, not analytics collection or a conversion guarantee.

A few useful answers.

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What will I receive?

Each product includes a PDF guide, an editable Excel workbook, a fictional worked example, a blank worksheet with 50 prepared rows and a decision log. Working kits also include an implementation plan and an adaptable message. The exact file list is on each product page.

What software do I need?

A PDF reader and spreadsheet software that supports standard .xlsx formulas. The workbooks contain no macros or external data connections. Formula results depend on your inputs and your spreadsheet software recalculating them. No paid AI account is required.

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