You have to focus to study well. Check out this zen-like flow chart to see how to improve your focus.
Integrate pain points documentation with customer experience map. Might work per division, but has to differ per process and definitely couldn't cover whole department.
Example process diagram: Framfab
Customer Journey Concept for a pitch
I decided to adapt the empathy map format to better suit the work I was doing.
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Blog: 10 Most Interesting Examples of Customer Journey Maps
Journey maps are a tangible expression of the rising interest in customer experience, highly visual, attention-getting, and dense with information.
Customer Journey Infographic concept for a pitch
Seven Steps for Developing Customer Journey Maps Be welcome to join Facebook-group Service Design, Design Thinking, Service Innovation!