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Customer journey map

Terrence Young
I'm New Here
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Sep 20, 2023

I am currently working with a very technical team that is very solution focused. While Vision has been clearly defined, the team often struggle to connect with the user they are solving for. 

It is for this reason I will run a Customer Journey Mapping play, which will be conducted in person so that we collaborate with intention, the reason for choosing this is for the team to connect and identify what the customer feels when they are using our platform. This will help the team to deliver better solutions as they will identify with the users better.



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G subramanyam
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Sep 20, 2023 • edited

Okay!! This is a nice plan of action. Please do post the outcomes :)

Like Bert van Dijk _TMC_nl_ likes this
Mark Cruth
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Sep 20, 2023

Amazing! Can't wait to hear how it goes @Terrence Young !

Like Bert van Dijk _TMC_nl_ likes this

hi Terrence.  I love that you are doing that. good luck! my engineering teams also have this issue. some of the things we do/have done to address this are: 1) record conversations with Users or user personas so they hear real people, 2) share written comments from Users with them in a slack channel, 3) review User Journeys from recording w/LogRocket. If a team lack empathy, they need great insight. this requires data in the form of audio, written inputs from real people. 

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Ingrid Blake
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Sep 20, 2023

100% Alison! I've also seen success with this model- achieving the outcome of having a group of deeply technical security-focused engineers really deeply understanding the emotions of the customers they were serving and even referencing them proactively throughout the project as decisions came up!

Like alison_eyring likes this
Prabhu Palanisamy _Onward_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
Sep 21, 2023

Often, there are multiple stakeholders/customers. Curious to learn how you map multiple customer journeys.

Ingrid Blake
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Sep 21, 2023

What we recommend at is to be crystal clear about just one E2E journey for just one customer persona.


You can layer these journeys on top of each other after the fact to mine for insights, or assess impact of a particular pain-point or opportunity. To keep laser focused on what the customer experiences, and not accidentally get caught up too much in backstage ops, you want to map each journey independently.

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Tim Kopperud
Rising Star
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Nov 25, 2023

Hi @Terrence Young, welcome to the Atlassian Community and to this group. 

I think you idenfied one of the main barrier when delivering ITSM. It's the customer who defines the  value. This is related to the users feeling, and the value of the service delivered is then defined by in their personal preferences and perceptions. IT often forget that the percived value diminish over time even if the service delivered has not changed. I find the Kano modell to be helpfull when I explain this to clients. 


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