Where a connections customer's confidence dips across five stages A journey map tracks what one developer does, thinks and feels from first enquiry to energisation: confidence rides high at discovery, collapses at Quotation where cost lands with no breakdown, then recovers once power is live, with each stage naming its fix.
Where a connections customer's confidence dips across five stages
A customer journey map for a property developer requesting a 1 MVA connection from a GB distribution network operator. Five stage columns run left to right joined by forward arrows: Discover, Apply, Quotation, Construction and Energised. A central emotion band carries a plotted curve, with a lane of the developer's actions and a lane of their quoted thoughts above it and one operator improvement per stage below. The curve rides high at Discover, falls to its lowest at Quotation, ringed and labelled as the pain point in the warning tint, then recovers to its highest point at Energised. Source: Nielsen Norman Group journey mapping.
Persona: property developer requesting a 1 MVA connection. Scenario: first application through to energisation.
Discover
Apply
Quotation
Construction
Energised
Actions
Thoughts
Emotion
Opportunities
Finds the DNO
and how to apply
Submits the form
with site plans
Reads the offer,
queries the cost
Grants site
access for works
Receives power
and certificate
Who do I
apply to?
Did it go
through?
Why this
much?
When do crews
arrive?
Power at last
High
Low
Pain point
Publish
indicative costs
Show live
request status
Itemise costs
line by line
Send weekly
schedule updates
Ask for feedback
within a week
Emotion curve across the five stages Pain point: confidence lowest at Quotation Source: Nielsen Norman Group journey mapping (nngroup.com)
