Customer journey maps and documentation for complex B2B e-commerce flows.
Customer journey diagrams, UX process documentation, and requirements writing at Cole-Parmer. The example here is the AL-TAR service onboarding journey, mapping every customer and internal touchpoint from site discovery through post-service follow-up.
The diagram aligned Customer Service, IT, Marketing, and the service team on one process and exposed friction in the handoffs.
AL-TAR customer journey diagram
Cole-Parmer and Antylia Scientific, service onboarding flow.
This customer-focused journey diagram maps the complete AL-TAR calibration and maintenance service flow: product discovery on coleparmer.com, checkout, order verification, service scheduling, appointment confirmation, invoice delivery, and automated 11-month follow-up reminders.
It covers several discovery paths (search, navigation, educational landing pages, brand pages), credit check logic for new and existing customers, internal handoffs between Cole-Parmer and AL-TAR, and the full post-service communication chain.
I used it to align Customer Service, IT, Marketing, and the AL-TAR service team on one process and to find friction in the handoff workflow.
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