Design Flows Around the Customer Job

The reframe: customers do not onboard into your interface; they onboard into a new way of getting work done. Start with the actor Name who is moving through the flow. Admin, champion, buyer, and end user need different proof. Start with the job Convert feature steps into work steps. "Create rules" becomes "route the first urgent request to the right owner." End with capability The finish line is not a tour completion screen. The finish line is the person becoming capable of repeating one valuable action without handholding.

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