This template is the first step in mapping out the user journey. I like to start with Excel because it's so fast and everyone can use it. I gave this to every designer/researcher pair assigned to each product area, as well as people from support and professional services, and had them all fill in what they thought each of these lifecycle stages looked like.

Once we had these all filled out, it was pretty easy to amalgamate them, identify the patterns and big jobs to be done, and then synthesize each user journey into a Figma graphic.

The cool thing about having all these different teams give inputs is that they could start to see the biases and perspectives they each brought to the table. With the design team, you'd get a lot of notes about the UI or arrangement, whereas the support team might focus on the docs. It ended up being eye opening for all the different teams working on these products.

When I first gave people this template, they were tempted to find one of each category for every JTBD. I had to explain that these are just possible categories, not requirements — you might find six friction points and no realization moments, for instance.

We marked the jobs they could do in open source to show whether people need to use the enterprise or paid version to accomplish their goals. We're at risk of losing people if they can do everything they care about in the free version.

A "Realization moment" is like an aha moment. For example, with release managers, these happen midway through the adoption phase when they realize "Oh man, this is really helping." We want to note those discoveries because they aren't always things we're actively promoting or investing in.

For a different type of product with a more frequent use case, you could replace "realization moment" with "habit moment."

Amber Rucker

I used this template as the first step in mapping out the user journey. It can be shared with designers, researchers, PMs, support, and professional services to gain diverse perspectives on the lifecycle stages and ultimately synthesize each user journey.

User Journey Tracking Spreadsheet at CloudBees

Dan cares about the quality of his code and the impact he is making for the customer, he wants to spend less time with manual administrative tasks and focus on creativity and learning. He struggles with admin overload and tight deadlines and is really striving to learn to be a better coder and innovating.

This template is the first step in mapping out the user journey.

When I first gave people this template, they were tempted to find one of each category for every JTBD

We marked the jobs they could do in open source to show whether people need to use the enterprise or paid version to accomplish their goals.

Raj cares about managing multiple release pipelines for multiple teams and ensuring that the release pipeline aligns with governance compliance and audit standard. He struggles with identifying and eliminating bottlenecks while staying aware of dependencies.

A "Realization moment" is like an aha moment.

Danielle cares about accurate data and analytics tooling, knowing what’s going on with her release, and knowing about problems before the release is deployed or the pipeline is run. Danielle wants to make sure the people checking in and committing code are following governance and compliance regulations while maintaining the utmost security - while giving her team the autonomy in tooling that they demand.

User Journey Tracking Spreadsheet at CloudBees

User Journey Tracking Spreadsheet at CloudBees

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