Map your customer experience
Define where you're starting and set a realistic deployment scope before launching Fin.
Before you deploy Fin, it helps to define where you’re starting and what success looks like. This lesson walks you through mapping your current customer experience so you can set a realistic first deployment scope and measure the impact.
This lesson is part of the Launch Fin course.
Prerequisites
To get the most from this lesson, make sure the following are in place.
- Fin deployed or deployment planned: You should be preparing to launch Fin or have recently launched. Learn everything you need in the Launch Fin course.
Video transcript
Before we deploy anything, before we upload content, write guidance, or even open the product, we need to understand where we're starting from. That's what's our volume, which channels are driving it, where are the real points of friction right now, and what outcomes actually matter to our business in the future. This step is nonnegotiable. If you were working with professional services at Intercom, they wouldn't even start the rollout until you did this first. And that's because this discovery work is what determines whether a rollout is gonna succeed or stall. So we're gonna give you that same structure for free. The same discovery questions and framework that customers usually have to pay for. So use it, do it properly, because doing this step is what's gonna set you up to win. Here's how it works. With this video, you'll find a downloadable resource. Now it contains a single worksheet that walks you through the discovery questions that you need to answer. It includes a completed sample so you can see what the finished version should look like. You'll also get a ready to use prompt that can guide you step by step, helping structure your answers into a clear rollout plan. Now you can run through this thing with your team and fill out everything manually. Or if you're working solo and wanna move faster, you can upload all these resources into a tool like ChatGPT and use the prompt to let it interview you. Now, some answers you're gonna know off the top of your head. Others you're gonna have to look up. So start with what you know and come back to the rest. It might take a day or two to pull everything together, and that's completely normal. And if this feels like it's slowing you down, good. This is something companies actually pay for. They pay for someone to slow them down, to ask them the right questions, challenge assumptions, and build a clear picture before doing anything else. So do yourself a favor. Don't skip it. Give this step the time it deserves. And once it's done, you'll have a clear picture of where you are, where you're going, and exactly where to start.
Complete this before you deploy
Before you automate anything, take the time to work through this mapping resource. It will help you define where you’re starting from and what your first deployment should aim to achieve.
Inside, you’ll find:
- A CX map example: so you can see the level of clarity and structure you’re aiming for.
- A mapping worksheet: to document your current state, friction points, and scope.
- An AI prompt: to help you complete the worksheet faster and tighten your thinking if you’re working solo.
Start by reviewing the example to understand what level of information you need. Then complete the worksheet. If useful, use the AI prompt to move faster or pressure-test your answers.
Thinking of skipping this step?
You can, but only if you already have a clear goal, a tightly defined first scope, and a baseline to compare against. It’s hard to prove your performance has meaningfully improved unless you’ve defined:
- What you’re automating
- What you’re deliberately not automating
- How you’ll measure impact
Take even 30 minutes now to set the target, define the scope, and plan a week-one check-in. It’ll save you time, confusion, and avoidable rework later.
