Where Does the Solar Installation Journey Break?
Build an evidence-backed current journey and prioritise one cross-functional improvement.
20 minutes
Scenario
SunHarbor installs rooftop solar for small businesses. Installation quality is high, but referrals and overall satisfaction have declined.
- Your role
- Customer-experience analyst
- Method
- Customer Journey Mapping
Evidence pack
Discovery
Owners begin research after a high electricity bill or a landlord conversation.
Evaluation
Customers receive a savings estimate within two days but cannot see which assumptions drive it.
Approval
Sales says installation takes 8–10 weeks; contracts state that grid approval may extend the date.
Waiting
For 46% of projects, customers receive no proactive update for more than 14 days.
Support
The most common contact is 'What is happening now and who is waiting for whom?'
Installation
93% of installations pass quality inspection on the first attempt.
Activation
Customers receive technical commissioning documents but no simple explanation of when savings data become reliable.
Ownership
Sales owns the contract, Operations owns installation and Regulatory owns grid approval; no role owns the full journey.
Constraints
- Grid approval timing cannot be controlled by SunHarbor.
- The first change must be tested within six weeks.
- The map must separate customer evidence from future-state ideas.
Case steps
Work through each prompt using the evidence pack. Answers and rubric weights stay protected in the interactive flow.
Define the customer goal, journey boundaries and five to seven customer-centred stages.
Place e1–e8 on the stages and identify actions, questions, emotion or effort supported by each item.
Choose two moments that matter and explain why high installation quality does not resolve them.
Recommend one six-week test with an owner, customer measure, operational measure and uncontrollable-factor treatment.