Identify redesign opportunities

Some journey problems require comprehensive redesign rather than minor adjustments. Recognizing these opportunities involves analyzing systemic issues that affect multiple touchpoints. Look for patterns where incremental changes fail to resolve core problems.

Major redesign candidates often show consistent negative feedback across journey stages. For example, when a booking platform's multi-step process confuses users at each stage, redesigning the entire flow makes more sense than fixing individual steps. Consider redesign when technical limitations prevent necessary improvements or when customer needs have fundamentally shifted.

Validate redesign decisions through cost-benefit analysis. Calculate the impact of continuing with current systems versus investing in transformation. Include customer lifetime value and competitive positioning in your assessment. Successful redesigns align with both user needs revealed through customer journey mapping and business strategy.