I have user flows and user journeys for the whole site but customer journey maps for only parts of the site. You are right that a broader CJM could probably help me out here, I’m going to set that in motion. Experience maps I haven’t done since school so I’m going to refresh my knowledge there. I could probably combine those techniques with identifying drop offs points with google analytics. Thank you for the book tip, will read!
Also if you know of any research about receiving direct feedback, since my initial thought is that I would not like to get notifications about my usage of a product without me asking for help.
I don’t really have more details since the presentation is supposed be a start-off for a bigger project and we are going to set the direction and the details for it after my presentation.