Customer Journey Designer — Understand the Complete User

Journey model — illustrative evidence-building state

Scope and goal: booking through appointment-change confirmation; customer needs a reliable appointment time. Source: supplied event sequence and interview report. Other customer segments and channels remain outside scope.

1. Online booking → initial confirmation. Observed in supplied sequence. No evidence of friction at this point.
2. Support call → requested time change. Customer action and channel supplied; internal process and owner unknown.
3. Two conflicting emails → uncertainty about correct time. Reported experience supported by interview; do not add invented emotions, quotes or abandonment.

Moment of truth: trustworthy change confirmation. Failure/recovery path: customer may need clarification; this is a proposed recovery need, not an observed second call.

Operational cause hypothesis: appointment changes may trigger unsynchronized confirmation messages. Evidence insufficient to identify a specific system defect. Investigate message timestamps, booking record state and change workflow before concluding.

Improvement brief: propose a single authoritative confirmation reflecting the current booking, clear supersession wording and a support recovery procedure. Proposed owners: booking operations and messaging/system lead, pending organization confirmation.

Validation: trace representative change cases across booking record and messages; test accessibility and clarity with users; measure conflicting-message incidents and customer ability to identify current appointment time. Establish a baseline before targets.

Governance: retain source/date, label this map evidence-building, and refresh after cause validation and intervention. No causal impact or conversion gain claimed.

Execution notes: no booking changed, emails sent, system inspected or intervention implemented.