The Customer-Journey Test
Find one moment where a willing customer could become uncertain enough to wait, then name the evidence that would confirm or challenge it.
Who this is for
- An owner who wants to inspect the journey before the first enquiry reaches the business.
- A commercial operator who needs a precise customer problem before choosing technology.
- A team that wants one observable friction point and an evidence plan instead of a broad transformation statement.
The problem it solves
Enquiry data begins after a customer has made themselves visible. This worksheet examines the earlier part of the journey: what the customer must understand, infer or do before the business receives a signal.
What is inside
- A real Sofortli buying experience with a clear boundary between one customer account and wider market evidence.
- A customer-first journey check covering language, forced calling, response uncertainty, and quote or commitment concerns.
- A prompt for choosing one exact friction point instead of collecting a long list of general problems.
- An evidence plan for confirming or challenging the friction before selecting a response.
- A response map that separates clearer information, business rules, automation, selective AI assistance, and human judgement.
- A one-page result to keep while the evidence is collected.
How to use it
- Choose one real customer situation and open the public journey on your phone.
- Follow only the route available to that customer. Leave internal knowledge out of the test.
- Record one exact point where uncertainty could enter and name the evidence that would test it.
- Choose the smallest response only after reviewing that evidence.
Why I made this
I was ready to buy fitted insect screens for my apartment in Basel. The available journey left me uncertain about the product, the phone call, and what requesting a quote would mean, so I delayed. I built this worksheet from that experience and used it to shape the Sofortli working demonstration.
Questions
Does this worksheet prove that the same problem affects many customers?
No. My experience establishes one customer journey. The worksheet helps you collect the evidence needed to learn whether a similar pattern exists in another business.
Do I need an AI project before using it?
No. Start with the customer problem, the journey, the friction, and the evidence. The useful response may be clearer information, a business rule, ordinary automation, selective AI assistance, or human action.
What should I have when I finish?
One customer moment worth investigating, the evidence you will collect, and the smallest response you could test after reviewing that evidence.