This guide provides a walkthrough on how to do customer-journey pain-point lens analysis using Qualz.ai’s AI-powered platform. Ideal for researchers investigating what shapes user trust, identity, and choice with emotional friction and values-driven decisions. It reveals the interpretive layers behind pain points.
Step 1: Prepare Your Interview Transcripts
To get started with Customer-Journey Pain‑Points lens analysis, you’ll need transcripts of interviews uploaded into your Qualz.ai workspace. You can do this in two ways:
- Use AI-Moderated Interviews: If you have conducted interviews using Qualz.ai’s AI-Moderated Interview feature, transcripts are automatically generated, saving you significant time and effort. Ensure these sessions are marked as complete.
- Upload Existing Transcripts: For interviews conducted manually or transcribed elsewhere, you can easily upload your transcript files. Qualz.ai supports various common formats, including DOCX, PDF, and TXT. Navigate to the appropriate section in the platform to upload and process these files.
Step 2: Navigate to the “Run Analysis” Section
With your transcripts prepared, you can initiate the analysis process
- Click on the “Run Analysis” tab in the top menu.
- The “Run Analysis” area gives you the option to choose the type of lens to run the analysis.
Step 3: Select a Lens and Your Interview Transcript
You can choose from multiple lens types, such as:
- Jobs-To-Be-Done (JTBD) Analysis
- Narrative Arc
- Thematic Analysis (Grounded Emergence)
- Sentiment & Emotion Spectrum
Here, we have selected the Customer-Journey Pain‑Points Lens.
- Click on Run Lens to get started
- Check the box next to each transcript you wish to analyze.
- Click the Submit button to run the analysis.
Step 4: View the Results in “Your Analyses”
Go to the “Your Analyses” tab to view your completed analysis.
If you select the Customer-Journey Pain‑Points Lens Analysis, here’s what to expect:
The customer-journey pain-points lens reveals the emotional friction and trade-offs users face as they move through decision stages. From moments of clarity to points of hesitation, it captures how values, trust, and uncertainty shape the lived journey.
This lens pinpoints where users face emotional strain, from distrust in brand claims and financial trade-offs to inconsistent product performance and information overload, making pain points visible and actionable.
Here you can review the stage breakdowns based on your interview. It maps the emotional weight of each decision stage, uncovering moments of confusion, cost-driven hesitation, trust breakdowns, and social pressure that influence the journey end-to-end.
It uncovers how early-stage uncertainty, lack of trustworthy information, and health-driven motivation spark emotional friction, shaping how users begin their decision journey.
Ready to go beyond static customer journey maps and uncover hidden pain points with speed, scale, and precision. Schedule a demo now!
