Create and keep an up-to-date master user/customer journey map
Originally inspired by this Mural created by the PMs, let's consider creating a "master" user journey map that covers the whole process of
- signing up for GitLab,
- starting a trial,
- purchasing a plan,
- upgrading a plan,
- renewing
- ...?
This user journey map should be top-level but should link to bottom-level user journey maps (we can do that by linking post-it notes to other, more detailed user journey maps). We can even re-use some of the user journey maps we did for the UX scorecards.
The purpose of such master user journey map:
- We would have a documented overview of what the user experience across our departments/teams is (unlike now)
- It would result in better collaboration between designers
- It could help prevent loss of knowledge when someone transfers to another team or exits the company
Challenges:
- Keeping this artefact up-to-date
- We have two platforms — GitLab.com and self-hosted — and the user experiences differ based on that, so we would probably need to keep two separate maps.
@gitlab-com/gitlab-ux/growth-ux
We spoke about this in our call recently. Let's move the discussion here. Do you foresee any other challenges? Do you have ideas you'd like to share?
How can we tackle these challenges?
- We would need the Growth designers to "own" their part of the journey. When something changes, they'd update it.
- We would link to this master journey map from the main Growth handbook page and refer to it as the SSOT for what our user/customer experience is at the moment.
- We can add a checklist item to our issue templates reminding designers and PMs to consider updating the journey map if they're introducing changes to the experience
- We can create a Mural template so that our user journey maps are consistent and inter-linked correctly.