Map the customer journey before prescribing the fix
Use a customer journey map to diagnose adoption risk across phases, touchpoints, emotions, and ownership.
The move: diagnose the path, not just the ticket. Journey mapping starts with the customer's goal and turns the experience into a sequence. A practical TAM map includes the actor, scenario, phases, customer actions, thoughts, emotions, touchpoints, pain points, and internal owners. The value is not the diagram. The value is the shared view of where the experience breaks. This works because adoption problems are often cross-functional. A customer may open a support ticket about permissions, but the deeper issue is that Sales promised a launch date before security review, Product documentation assumes a role the customer does not have,…
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