Teams often polish single touchpoints while customers struggle across the whole experience. This deck maps one persona through four stages, scores each touchpoint against a target, plots emotion, ties every pain to evidence and ends with owned, dated fixes, so marketing, service and operations work from one picture.

The sample follows Dana, a first-time kitchen renovator at Gorsefield Studio, a fictional design studio, using 14 interviews and 620 survey replies. Handover scores lowest at 2.4 of 5 and 31% drop out at the quote. Replace the persona, stages, scores and fixes with your own research.