Map fit-room friction before fixing symptoms
Create a customer journey map that ties apparel fitting-room actions, emotions, touchpoints, and ownership to one improvement target.
The move: map the experience as the customer lives it, not as the org chart owns it. A journey map starts with a point of view and a scenario. In apparel retail, that might be a workwear shopper trying three trouser sizes at lunch, a parent buying kids' occasionwear on a deadline, or a loyalty customer picking up an online order and adding one item. Choose one actor and one journey. If you map everyone, you learn almost nothing. Actions List what the customer does in sequence. Do not skip small steps like looking for a hook, waiting for a…
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