Build a Job Map from a Messy Journey
Create a job map that separates customer steps from product screens.
Turn “implementation is messy” into a job map for launching a new payer contract. Map customer progress steps first; attach product screens later. The trap is starting with your setup wizard. That confines the map to work your product already sees and misses off-product struggle. Step 1 Define the core job: launch a new payer contract without reimbursement errors. This anchors the map on customer progress, not software setup. Step 2 List customer steps: define rules, locate contract terms, prepare data, confirm compatibility, execute launch, monitor exceptions, modify errors. The steps show the full job, including work outside the product.…
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