Customer Intent Intelligence™Intent to Innovate

Intent Mismatch Audit Checklist™

A fast, evidence-based check for one customer journey. Review ten checkpoints to identify where an experience may be interpreting customer behavior without adequately validating customer intent.

Start the checklist ↓ Open the full Intent Mismatch Audit ↗
One journeyEvaluate a specific customer journey—not overall organizational maturity.
Evidence requiredA reviewed score must be supported by an observation, source, and known limitation.
Exploratory useThis practitioner checklist is not a validated maturity model or certification.
01 · Define the journey

Start with what you are actually reviewing.

Document the journey boundary before scoring. The customer-goal field is a hypothesis until evidence supports it.

Evidence rule: Separate observation from interpretation. Use recent, authorized evidence where possible. Before treating an interpretation as intent, consider at least one plausible competing explanation.
02 · Review the evidence

Ten checkpoints. Two dimensions.

Score only what the available evidence supports. Use N/R when evidence is insufficient; it is excluded from the reviewed score rather than treated as zero.

Customer Experience Alignment

Checkpoints 01–06

Intent Intelligence Practices

Checkpoints 07–10
03 · Read the signal

See what needs deeper investigation.

The checklist does not certify intent alignment. It shows where evidence suggests a mismatch, partial support, or an evidence gap worth investigating.

0
Reviewed checkpoints
—
Reviewed score
0
Priority mismatches
10
Not reviewed

Priority mismatches · Score 0

  • No checkpoint is currently scored 0.

Partial alignment · Score 1

  • No checkpoint is currently scored 1.

Evidence gaps · N/R

    When the checklist finds a mismatch, go deeper.

    Use the full Intent Mismatch Audit to document the evidence, competing explanations, confidence, and decision implications for the journey. The checklist identifies where to investigate; the Audit creates the deeper evidence record.

    Launch the full Audit ↗

    CONTINUE THE CII JOURNEY

    Behavior Is Not Intent

    Follow one Customer Intent Intelligence™ idea from research to interpretation, critique, application, practice, and reflection.

    CORE IDEA Behavior is evidence. Intent is a hypothesis until the evidence supports it.
    01Research Behavior Is Not Intent Examine the evidence, research context, limitations, and foundational argument. Read the Research → 02Interpret When Does Behavior Become Evidence of Intent? Translate the research question into implications for practitioners and enterprise decisions. Visit The Doctoral Desk → 03Challenge Your AI Knows What Customers Did. That Doesn’t Mean It Knows Why. Challenge the industry claim and separate prediction from validated understanding. Deconstruct the Claim → 04Apply Put the Evidence-First Lens Into Practice Move from concept to repeatable questions, evidence review, and practitioner action. Explore Intent to Innovate → 05Use Intent Mismatch Audit Checklist™ Test a specific customer journey for assumptions, evidence gaps, and possible intent mismatch. Open the Checklist → 06Reflect Behavior Is Easier to Measure Than Meaning. Explore the intellectual shift behind treating measurable behavior with greater humility. Read the Reflection →
    One idea · Multiple depths · One connected body of authority Return to the CII Hub →
    04 · ECIIS™ Intelligence Mapping

    Connect the finding to the broader intelligence architecture.

    This lightweight mapping shows where checklist evidence may connect inside ECIIS™. It does not establish customer intent or execute the full ECIIS workflow.

    AISOF01 Entry-Point Relevance · 02 Language Match · 05 Information Before Action
    CIDS01 Entry-Point Relevance · 02 Language Match · 07 Customer Goal Validation · 08 Friction & Abandonment · 09 Intent Inference Validation
    CITM03 Choice Flexibility · 04 Context Preservation · 05 Information Before Action · 06 Escalation & Agency · 07–09 Intent Intelligence
    ACOM03 Choice Flexibility · 04 Context Preservation · 06 Escalation & Agency · 10 Customer Outcome Alignment
    IMOF10 Customer Outcome Alignment
    Explore ECIIS™ ↗ Return to Intent to Innovate ↗
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