Preparing stakeholders for a journey assessment

Assessments move faster when owners arrive with a short list of apps in scope and the person who can speak for each one. You do not need perfect documentation — you need named contacts and a willingness to walk through a typical customer path aloud.

Collect recent complaints that mention switching channels: “I paid in the app but the desk could not see it,” or “the chat agent asked me to repeat what I already entered.” Those stories point assessors to measurement gaps more reliably than abstract goals.

Decide what success looks like for the engagement itself. Some teams need a map and gap register; others need a ranked list of instrumentation fixes. Clarifying the deliverable early prevents the review from expanding into unrelated strategy work.

Block time for a findings session with the same people who joined discovery. The written brief matters, but the conversation where owners hear each other’s constraints is where priorities usually settle.

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