In this journey

1. Distinguishes between a customer-journey map, whose stages are named by what the customer does in each channel, and an internal process flow chart that follows the sequence of departments and approvals.
2. Draws the stages of a single service journey on the organisation's template, from submission to closure, naming for each stage the touchpoint, the channel, the responsible section and the internal step that supports it.
3. Differentiates between a pain point backed by evidence with a cited source, such as the complaints log, waiting-time data or front-line staff observations, and a pain point that is still an assumption needing verification.
4. Ranks pain points by frequency in a list for the manager, pairing each with a specific improvement proposal.