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Open PracticePRACTICAL AI ENGINEERING
EARN BY DOING · BUILD 08 · SALES & RESEARCH

Audit a public customer journey

Businesses lose customers at small, fixable moments: a broken link, a slow reply, a price you cannot find. A journey audit walks that path as a customer would, records what happens with evidence, and ranks fixes by how much they matter and how hard they are. You finish with a short mock-up of the top fix. Audit only public touchpoints, or a business that asked you to.

⏱ About 20–30 minutes to draft · the real-world steps take days · Works with or without AI · No signup

You will make

  • Evidence pack
  • Prioritized fixes
  • Mini-demo

You will practise

  • Walking a journey as a customer and recording evidence
  • Ranking fixes by impact and effort
  • Showing one fix instead of describing it

Download the practice pack (.zip)See a finished exampleOffer contract (.md)

No AI key needed. The guided template works for everyone.

  1. 1Brief

    Specific answers make better results — with or without AI.

  2. 2Make

    Pick a route. The template gives you a structure with [[blanks]] to fill in yourself. Your own key drafts it for you — then you still check it.

    See the exact prompt — copy it into any AI chat you already use
  3. 3Check
    The same rules run on every draft, human or AI. Most first drafts fail something — that is the point.
      Self-check — judgement no checker can make
    • 4Improve
      Fix one item at a time, then check again. Notice which fixes made it better — that is the skill.
      1. Run the check first.
    • 5Ship
      Use it for real: send it, post it or save it. Record what happened — that is your evidence of learning.
    A finished example
    The business, people and numbers are invented. It passes every check above, so you can see what “done” looks like before you start.
    Show the worked example
    > Worked example. The business, people and numbers are invented to show the shape of a finished deliverable.

# Journey audit: a driving instructor, practice audit with his permission

## Journey
Customer goal: book a first lesson
Steps taken: searched, opened the Facebook page, sent a WhatsApp, waited for a reply.

1. Searched "driving lessons Belvedere" → the page appears fourth, with no photo · evidence: 01-search.png, 10:01, 4 November
2. Opened the Facebook page → last post from March, no prices · evidence: 02-page.png, 10:03, 4 November
3. Sent "How much is a first lesson?" on WhatsApp → no automatic greeting · evidence: 03-message.png, 10:05, 4 November
4. Waited for a reply → reply after 26 hours, asking me to call · evidence: 04-reply.png, 12:11, 5 November

## Evidence pack
Problems seen: no prices anywhere, a reply after 26 hours, old posts.
Stored in: audit-instructor-nov · 4 screenshots, all from public pages or with permission

## Prioritised fixes
- Add a WhatsApp Business greeting with prices and lesson times · impact: high · effort: low · why: answers the first question instantly
- Pin a post with prices and the booking steps · impact: high · effort: low · why: the page has no prices today
- Reply within two hours on weekdays · impact: high · effort: medium · why: a learner waiting 26 hours books elsewhere
- Post one learner pass photo a month, with permission · impact: medium · effort: low · why: the page looks inactive

## Mini-demo
Top fix: a WhatsApp Business greeting
Before: silence until he is free to type, sometimes a day later.
After: "Hello! First lesson US$15, 45 minutes, Mon–Sat. Reply with a day and time and I will confirm today."

## Boundary
- Only public touchpoints were used, or the business asked for this audit. No fake enquiries that waste staff time.
- I report what I observed. I do not guess at the business's sales or numbers.

    Pro moves
    Methods this build practises
    Each method in the directory has a starter kit: the offer prefilled, first-sale steps, proof checks and the offer contract.
    METHOD 18Competitor/public-presence auditBuyer: local businessesMETHOD 20Accessibility quick-audit serviceBuyer: small website ownersMETHOD 21Lead-response workflow setupBuyer: service firms losing enquiries
    Questions people ask
    Is it fair to audit a business that did not ask?
    Looking at public pages is fine. Sending fake enquiries that take up staff time is not. If you need to test a reply, say who you are, or audit a business that agreed.
    How do I turn this into paid work?
    Send the owner the top three fixes free, with evidence, and offer to make them. The audit shows you understand their business before you ask for anything.
    Will this make me money?
    Nobody can promise that, and Open Practice never does. This workshop helps you make work that is worth paying for and keep the evidence. Whether anyone buys depends on your market, your outreach and your work.
    Do I need an AI key to use this?
    No. The guided template teaches the same skill with no AI at all. If you add your own free key (Groq, Google Gemini, OpenRouter, Mistral or Cerebras), the tool can also draft and revise. The key stays in your browser and requests go straight to that provider.
    Where is my work saved?
    In this browser only (local storage), until you copy or download it. Nothing you type is sent to Open Practice.
    Keep building
    NEXT BUILDBuild 09 · Map and prototype one workflowYou’ll make: Process map, Test run, Handoff notesFREE TOOLSWOT Analysis GeneratorRun a SWOT that leads to decisionsACADEMY COURSEEarn by Doing: useful work, honest offersThe full build path: guided activities, a hosted lab and a combined capstone.