# What changes for the customer?

Use this map before choosing an AI feature. Start with one customer task and the record that shows whether it finished. The example below is hypothetical; no customer walkthrough or improvement has been observed.

## Completed teaching example

| Question                                           | Example answer                                                                                                                                                                                                                       |
| -------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Who needs the result?                              | Sam, a warehouse manager at one customer account.                                                                                                                                                                                    |
| What is Sam trying to finish?                      | A replenishment review using a stock list grouped by the locations his team uses.                                                                                                                                                    |
| What does the internal team already count as done? | The account is ready and the welcome message has been sent.                                                                                                                                                                          |
| What still blocks the customer?                    | Report groups do not match the approved warehouse records. The cause is not yet established.                                                                                                                                         |
| What would count as a useful result?               | Sam completes the agreed review using the correct permitted locations and quantities; a responsible warehouse analyst independently checks it against the approved records.                                                          |
| What remains outside this result?                  | Placing orders, changing stock records, improved availability, revenue, and financial savings. Each needs its own permission or evidence; completing the review establishes none of them.                                            |
| Which proposals should be compared?                | Faster account invitation; repaired or checked warehouse grouping; an explanation of already checked figures.                                                                                                                        |
| Which question comes first for this case?          | Which approved location definition and source records should the report use, and where does the current report differ?                                                                                                               |
| Who should help investigate?                       | The customer-success lead arranges a walkthrough with Sam and the person responsible for the warehouse records. Their actual availability and access remain unconfirmed.                                                             |
| What may the team inspect?                         | Only the records and workspace approved for this investigation. If access is unavailable, ask for an approved redacted example or leave the gap open.                                                                                |
| What should be measured later?                     | Time from the access request to a ready account, and from that same request to the first accepted review, separately. Include blocked and unsuccessful attempts and time spent by the customer, analyst, support, and delivery team. |
| What comparison is needed?                         | Similar customers and tasks over an agreed period, with the same completion rule and source conditions. One example cannot show how common the problem is or prove a benefit from fixing it.                                         |
| Decision now                                       | Propose a permitted investigation of the report mismatch; retain the existing review process. No pilot, stock change, or financial claim is approved by this map.                                                                    |

Account setup and first useful work must retain separate records. Keep pending accounts in the report and measure from the original agreed start. A customer-visible problem is one selection lens; compare more consequential internal safety or control work too.

## Your customer-outcome map

Fill these fields with permitted evidence. Write **unknown** where a fact or decision has not been established.

- Customer role, account, and task:
- Customer, or person responsible for representing them, who can explain the need:
- What the internal process currently counts as complete:
- What the customer still cannot finish:
- Case references and evidence you may inspect:
- What was directly observed, reported, or inferred:
- Result someone can check and accept; events marking its start and finish:
- Source records and independent checker:
- Other actions or benefits outside this result:
- Existing process or smaller repair to compare:
- Other customer groups or exceptions to investigate:
- Customer, reviewer, support, and delivery effort to include:
- Proposed next question, responsible person, and review point:
- Data/access permission required before the investigation:
- Current decision: investigate, narrow, defer, or stop:
- Existing process to keep available while the question remains open:

Record each later claim separately: faster setup, earlier accepted use, lower cost, and broader customer benefit. Do not infer one from another.