Since the goal is to limit the number of interactions a customer has during the case lifecycle, the focus is on the customer’s experience — not just internal processes.

✅ Journey Map
Visualizes the customer’s end-to-end experience with a product or service.

Highlights touchpoints, pain points, and emotions.

Helps identify where too many interactions or friction occur.

Ideal when the goal is to optimize the customer journey and improve satisfaction.

❌ Process Map
Focuses on internal processes — who does what, when, and how.

Useful for system or workflow design, but not ideal for showing customer experience.

❌ Heat Map
Typically used for visualizing data intensity (e.g., where users click on a webpage, or system usage).

Not suitable for illustrating a lifecycle or journey.

✅ Summary:
Because the project’s goal is to minimize customer effort across their interactions, a Journey Map is the best tool to:

✦ Visualize the lifecycle
✦ Identify and reduce unnecessary touchpoints
✦ Enhance the customer experience...

A is correct