Map the actual journey

List the customer event, channel, system record, expected response, and next owner at each stage. A journey map should describe work that happens, not an idealized funnel.

Mark the handoff risks

Highlight duplicate data entry, missing context, policy decisions, and promises that cross teams. These are the points where a support specialist needs a rule or an owner.

Test with real examples

Walk through a small sample of completed cases and compare the map with the record. Update the map when the process differs, rather than training people on a diagram that is already stale.