01
Discovery
Can the right people find you, and does what brings them in match what they find when they arrive?
Attention → Visit
CUSTOMER JOURNEY / CONVERSION
Customers rarely disappear for no reason.
Somewhere between discovering your business and taking action, customers can hesitate, lose clarity, encounter friction, stop trusting, or simply leave.
Leakendia investigates the journey step by step to find where momentum breaks, why it breaks, and what should change.
ILLUSTRATIVE JOURNEY
● CUSTOMER FLOW
100
Visitors
Discovery
26 disappear
74
Understand
Clarity
33 disappear
41
Continue
Interest
18 disappear
23
Trust
Evaluation
14 disappear
9
Show Intent
Decision
↓
4 convert
Illustrative example only. Your actual customer journey must be investigated using your own behavior, funnel, and business data.
01 / THE LEAK
More traffic cannot fix a broken journey.
Businesses often react to weak conversions by trying to attract more visitors.
But if customers are already arriving and something inside the experience is pushing them away, more traffic simply sends more people into the same leak.
The useful question is not only “How do we get more people here?”
It is also: “What happens after they arrive?”
02 / THE CUSTOMER JOURNEY
Every transition is a potential leak.
I examine the experience from first discovery through decision and beyond, looking for the points where customer momentum weakens.
→
02
Clarity
Can visitors quickly understand what you offer, who it is for, and why it matters?
Visit → Understanding
→
03
Relevance
Does the experience connect their problem with your solution strongly enough to keep them moving?
Understanding → Interest
→
04
Trust
Do your proof, positioning, credibility, information and experience reduce the risk of choosing you?
Interest → Confidence
→
05
Action
Is the next step obvious and easy, or does unnecessary friction interrupt the decision?
Confidence → Conversion
→
06
Retention
What happens after conversion? Does the experience strengthen the relationship or quietly create another leak?
Conversion → Relationship
03 / THE INVESTIGATION
I don't just look at pages. I look at movement.
The investigation focuses on the signals, decisions and friction that shape how customers move through the experience.
Entry-Point Alignment
Whether ads, search results, social content, referrals and landing pages create a consistent expectation.
Message Clarity
Whether customers can understand the offer without decoding vague positioning, jargon or unnecessary complexity.
Friction
Forms, navigation, checkout steps, confusing choices, unnecessary effort and other obstacles that interrupt action.
Trust Signals
Reviews, evidence, transparency, guarantees, credibility indicators and the questions customers need answered.
Decision Architecture
Calls to action, hierarchy, choices, objections and whether the experience naturally leads toward the next step.
Post-Conversion Experience
What customers experience after taking action, including confirmation, onboarding and opportunities for retention.
04 / THE METHOD
Follow the customer. Find the break.
Observe
Examine the current experience, available behavior signals, pages, funnels and conversion paths.
Map
Build a clear picture of the journey customers are expected to take and the decisions required at each stage.
Diagnose
Identify where clarity, relevance, trust or usability weakens enough to interrupt momentum.
Repair
Prioritize the changes most likely to remove friction and create a stronger path toward action.
05 / WHAT YOU GET
Not another vague “improve your UX” report.
The goal is to leave you with a clear picture of what is happening, where the leaks are, and what deserves attention first.
01
Customer Journey Map
A structured view of the major stages customers move through.
02
Journey Leak Report
The points where friction, confusion, weak trust or broken continuity may be costing you customers.
03
Priority Matrix
Problems organized by importance, confidence and effort so you know where to start.
04
Repair Recommendations
Specific recommendations for improving messaging, structure, trust, usability and conversion paths.
05
Measurement Plan
A framework for measuring whether the changes actually improve the customer journey.
06 / THE OBJECTIVE
Turn a fragmented journey into a deliberate one.
LEAKING JOURNEY
Discovery
→
Confusion
→
Doubt
→
Exit
Customers are forced to figure out what to do, why to trust you and whether continuing is worth the effort.
STRONGER JOURNEY
Discovery
→
Clarity
→
Trust
→
Action
Each stage answers the questions required to make the next decision easier, clearer and more natural.
07 / NO FAIRY TALES
Customer journey optimization is not mind control.
No serious investigation can promise that every visitor will convert.
Customers have different needs, budgets, priorities and reasons for leaving.
What we can do is remove unnecessary reasons for the right customer to disappear.
START WITH THE LEAK
Before chasing more traffic, find out where your current customers are disappearing.
Investigate the journey. Find the friction. Prioritize what deserves fixing.