_~OKR: https://gitlab.com/gitlab-com/www-gitlab-com/-/issues/12642 tracks this epic's work as a FY22-Q4 KR, it's sole purpose is marking the progress._ # 🎯 Results ## Group User Journey Map (UJM) murals * [APAC/EMEA](https://app.mural.co/t/gitlab2474/m/gitlab2474/1637232156062/52916b167de28b9c3917e4ebb8b6046150dac356) * [AMER group 1](https://app.mural.co/t/gitlab2474/m/gitlab2474/1637232520969/0500430a649eaa7eddd4f5f7fb8f511b6d9f1f77) * [AMER group 2](https://app.mural.co/t/gitlab2474/m/gitlab2474/1637232788029/4e8f3fefa5da2512da283675fd0905362d81017d) ## Findings and recommendations See https://gitlab.com/gitlab-org/create-stage/-/issues/12950. # 🧠 Context GitLab is The DevOps platform, with one single interface. We already know that “our customers get the most value out of the GitLab product when they use multiple features together.” The most common path our customers follow to adopt GitLab's product stages is the [Golden Journey](https://about.gitlab.com/handbook/product/product-principles/#multi-feature-usage-adoption-journey), with Create as the first and most important stage. <details> <summary>Benefits of a shared UJM</summary> - Solidify the notion that we are designing a one-platform experience. - Instill the cross-group mindset in all stakeholders, encouraging them to always look out for cross-group moments. - Encourage collaboration within Create. - Identify opportunities to improve cross-group moments in the experience, that will drive up the usability, value, and usage of Create features. - Provide stakeholders with the insights they need to influence the prioritization of cross-group moments, so that we're not only focused on the direction of each group individually. </details> # 🎯 Goal The ultimate goal is to create a shared, research-based [User Journey Map](https://www.nngroup.com/articles/journey-mapping-101/) (UJM) of the current state of the Create stage. This is an effortful and ambitious goal, so we need to iterate our way there. For the first iteration we can do a **hypothesis-based map**, which is based on the accumulation of existing understanding within the stage groups. This approach is a great way to merge multiple existing team views, create a research plan (based on the gaps that emerge from your hypothesis map), and make a first step towards a higher-fidelity, research-based map. We can also focus just on one [user persona](https://about.gitlab.com/handbook/product/personas/#user-personas) and one <abbr title="Job To Be Done">[JTBD](https://about.gitlab.com/handbook/engineering/ux/jobs-to-be-done/)</abbr>. # 🗺 Plan 1. Select a shared persona and <abbr title="Jobs To Be Done">JTBD</abbr> for the whole stage. They need to touch on Code Review, Editor, and Source Code. It's expected that the persona will only use some features to complete their job. The JTBD doesn't have to be validated. 1. Split by three timezone groups, the domain counterparts (<abbr title="Product Designers">PDs</abbr>, PMs, EMs, UXR, and TW) contribute to a <abbr title="User Journey Map">UJM</abbr>. A mix of sync and async work is employed, with a PD acting as facilitator. 1. Combine the three timezone groups' UJMs into a single Create stage UJM. After this, we will be to identify the confidence gaps in our hypothesis-based map and create a research plan to address them. As mentioned before, the [ultimate goal is a **research-based** map](#goal), but it will take time and effort :muscle: Some ideas for execution can be found in the [References](#-references) section. # 🔖 References ## GitLab <details> ### Handbook - [Journeys (contributor, user, and buyer)](https://about.gitlab.com/handbook/journeys) - [Multi-feature usage: Adoption Journey](https://about.gitlab.com/handbook/product/product-principles/#multi-feature-usage-adoption-journey) ### Similar epics and issues - [Improve the performance of critical user journeys](https://gitlab.com/groups/gitlab-org/-/epics/6303) - [Growth user journey map](https://gitlab.com/groups/gitlab-org/growth/-/epics/27) - [Job Map for Growth Team](https://gitlab.com/gitlab-org/growth/ui-ux/-/issues/73) - [Customer journey maps for buying GitLab](https://gitlab.com/groups/gitlab-org/-/epics/4494) - [Create User journeys for Plan and Manage](https://gitlab.com/gitlab-org/ux-research/-/issues/1272) ### Previous mappings - [Growth Job Map](https://www.figma.com/proto/S177n19OgDIxmivfJJSqIQ/Jobs-to-be-done?node-id=26838%3A531&viewport=8900%2C273%2C1.960299015045166&scaling=min-zoom) - [Triage security vulnerabilities](https://app.mural.co/t/gitlab2474/m/gitlab2474/1624900511929/710be4c201f340bd08411509f4af3d39cd457f35?sender=pedro7702) - [Edit an existing file](https://app.mural.co/t/gitlab2474/m/gitlab2474/1598896230271/33a98bf25481b498d5ca5f0281a12578d8b2fd88?sender=pedro7702) - [Start a SaaS trial](https://app.mural.co/t/gitlab2474/m/gitlab2474/1563963011224/66b7876135dbcbcad038263530d099dfdec4ed67?sender=pedro7702) - [Start a self-managed trial](https://app.mural.co/t/gitlab2474/m/gitlab2474/1594224384590/e9472ce10016765b5d0e9106295d90daa3680f29?sender=pedro7702) - [New user/buyer of SaaS and self-managed](https://app.mural.co/t/gitlab2474/m/gitlab2474/1583525097579/8e68ef9bee915f7ec148a1961d42ce0e2e3a606c?sender=pedro7702) </details> ## Literature <details> - [Comparison of UX Mapping Methods](https://www.nngroup.com/articles/ux-mapping-cheat-sheet/) - [Journey Mapping 101](https://www.nngroup.com/articles/journey-mapping-101/) - [When and How to Create Customer Journey Maps](https://www.nngroup.com/articles/customer-journey-mapping/) - [Mapping the Job-to-be-Done](https://jobs-to-be-done.com/mapping-the-job-to-be-done-45336427b3bc) - [GitLab: Mapping Jobs to be Done (JTBD)](https://about.gitlab.com/handbook/engineering/ux/jobs-to-be-done/mapping-jobs-to-be-done/) - [Personas on journey maps](https://www.smaply.com/blog/ask-marc-personas-on-journey-maps) - [Jobs To Be Done Playbook: Build Your Job Map](https://strategyn.com/jobs-to-be-done/jobs-to-be-done-playbook/build-your-job-map) - [Outcome-Driven Innovation: JTBD Theory in Practice](https://jobs-to-be-done.com/outcome-driven-innovation-odi-is-jobs-to-be-done-theory-in-practice-2944c6ebc40e) - [Jobs to be Done — Bridging a Gap](https://medium.com/things-jay-writes/jobs-to-be-done-bridging-a-gap-2946672320ed) </details> ## Templates <details> ### Spreadsheet - [Nielsen Norman Group](https://www.nngroup.com/articles/journey-map-digital-template) - [Service Design Show](https://www.servicedesignshow.com/customer-journey/excel-google-sheets) ### Mural - [Jobs to Be Done Worksheet/Job Map](https://app.mural.co/template/a8de4f06-b402-45ed-8eb2-bc17cf567b5e/0444b92d-148e-46b7-86cc-83a7b4a15d6b) - [Job To Be Done Journey Map by E*Trade](https://app.mural.co/template/8aec546b-424b-49db-ae90-19fe09922489/b05da02c-b537-4a97-a6f9-22487d22788e?sender=pedro7702) - [Customer Experience Journey Map](https://app.mural.co/template/b7114010-3a67-4d63-a51d-6f2cedc9633f/c1b465ab-57af-4624-8faf-ebb312edc0eb) - [User Journey by Accenture Interactive NL](https://app.mural.co/template/4ec1368a-7b41-4cad-a297-f775fbae332c/dffc5621-7c97-49eb-94a3-1a857e9e12c2) - GitLab: [Scorecard Experience Template](https://app.mural.co/template/6b2c082d-d81a-4a3b-9fff-37525ac9e173/dcdc71d4-1fce-4fe1-ae98-81267bd232ea) - GitLab: [Customer Journey map](https://app.mural.co/template/f50f3e7e-8197-45ce-985f-f3283d70a07e/02d55732-78c8-42bd-9bb1-2dce3515fb89) ### PDF - [The Jobs-to-be-Done Canvas](https://strategyn.com/jobs-to-be-done-canvas/) </details>