Map a Journey Without Making a Poster
Create a journey map that links phases, user goals, pain points, and design opportunities.
The team needs to understand why first-time HR admins abandon employee import before completing payroll setup. Journey map: actor, scenario, phases, pain points, opportunities The common trap is mapping a generic customer lifecycle with broad phases and inspirational emotions. That poster is easy to agree with but too vague to guide a screen, message, owner, or metric. Actor Name one actor: first-time HR admin at a 120-person company. A journey map should not average every customer. The actor anchors constraints and expectations. Scenario Frame one goal: import employees before Friday payroll cutoff. The scenario creates stakes. Without stakes, every touchpoint…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in