ITIL-4-DITS Question #7: Real Exam Question with Answer & Explanation

An organization is using customer journeys to help it increase market relevance. It monitored the journey taken by one specific user of their product, and made changes to ensure that the user had a great end-to-end experience. It measured average user satisfaction before and after making changes, and found little improvement. Which aspect of the customer journey does the organization also need to consider?