This project maps the end-to-end experience of a postpaid customer, Olivia, who spots an unexpected surcharge on her bill from Tiwi Telecom, a fictional mobile network, and tries to get it resolved. The map covers six stages from discovery to post-resolution, capturing what the customer does, feels, and struggles with at each point. I built it to demonstrate how a Business Analyst translates operational knowledge into a structured CX deliverable that identifies specific, measurable problems and recommends fixes tied to business outcomes.
Tools used
Miro, Microsoft Word
The Customer Journey Map
Billing Dispute Resolution-Customer Journey Map
Supporting Analysis