Identify Opportunities $/$ Problems:

Opportunities: Look for moments within the customer journey where the business

could introduce new offerings, enhance the customer experience, or differentiate

itself from competitors.

Problems: Focus on the pain points and negative emotions identified in your

customer journey map. These are indicative of problems within the current market

offering or service delivery.

$($N$.$B$.$ Students are free to highlight two opportunities OR two problems OR an

opportunity and a problem$)$