Problem
Scenario
You're working on a consumer subscription product and the team wants to improve the end-to-end customer journey. There are complaints coming from different channels, but it is not clear which issues matter most or where users are getting stuck. You've been asked to bring structure to the problem.
Question
How would you identify the biggest pain points in a customer journey?
What This Tests
- Ability to map the HelloFresh customer journey end to end
- Judgment in separating symptoms from root causes
- Use of user research and behavioral data together
- Prioritization of pain points by customer and business impact
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