Experience

Journey friction, effort, and customer-language evidence.

high

Authentication creates repeat effort

Identity and password flows appear in unresolved interactions.

75 supporting records

CHAT-2026-01-0037chat · 2026-01-01
Customer reset link expired mid-session — agent issued manual token
CHAT-2026-01-0016chat · 2026-01-02
MFA bypass required IT escalation — chat could not resolve
CHAT-2026-01-0043chat · 2026-01-02
Customer reset link expired mid-session — agent issued manual token

medium

Users request clearer explanations of fees and statements.

54 supporting records

CHAT-2026-01-0009chat · 2026-01-01
Invoice terminology unclear; agent walked through line items
CHAT-2026-01-0038chat · 2026-01-01
Invoice terminology unclear; agent walked through line items
CALL-2026-01-0002phone · 2026-01-02
Agent clarified statement terminology verbally

medium

Navigation and self-service guidance are recurring needs.

27 supporting records

HELP-2026-01-0010help · 2026-01-03
Profile settings relocated in latest release; customer confused
HELP-2026-01-0029help · 2026-01-03
Profile settings relocated in latest release; customer confused
HELP-2026-01-0041help · 2026-01-04
Profile settings relocated in latest release; customer confused