“What if?” lane
The "What if?" lane on a customer journey map is a hypothetical lane that considers what could go wrong during the customer journey and how to prevent or address it. It is a useful tool for anticipating potential issues or roadblocks that may arise during the customer journey and brainstorming solutions to address them.
The "What if?" lane can help companies identify and address potential pain points, improve the customer experience, and reduce the risk of negative reviews or customer churn. It can also help anticipate the needs of customers and provide proactive solutions to address any potential issues before they arise.
For example, in the "What if?" lane, a company may consider scenarios such as a customer experiencing a technical issue or having difficulty finding the information they need. By anticipating these scenarios and developing solutions in advance, the company can ensure the customer journey is smooth and seamless, leading to a positive experience and increased customer satisfaction.
Pro Tip: When creating the “What if?” lane, try to avoid brainstorming major changes in the service offering. Instead, address a specific issue and explore hypothetical solutions in the customer journey for the current service.
