Question: Please select a process that you are familiar with in your everyday life (booking airline tickets, registering a car, purchasing items online...) and make a

Please select a process that you are familiar with in your everyday life (booking airline tickets, registering a car, purchasing items online...) and make a journey map of it. Please list all steps, minimum 10 steps for full marks. Please use the attached kind of template or similar, or draw your own. This would allow you to also analyse the process to expectation, and state where the process could be improved.

Expected deliverables:

- Journey map with minimum 10 steps.

- Analysis of the strong points and weaknesses.

- Proposals on improving the process or adding customer value.

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