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Trevin Nimaladasa

TEMPLATESJIRA · JNY

User Journey

Captures an end-to-end journey with its actors, stages, touchpoints, pain points and derived requirements.

Paste the blank into the ticket description and overwrite the [brackets].

  1. 01Summary

    Name the journey after the person and the outcome they're after. Not the system that supports it.

    [Actor] – [outcome they want]

    Example

    New Starter – Ready to Work

  2. 02Purpose

    Say why you're mapping this and what you'll do with it. A map with no decision attached becomes wallpaper.

    Map [journey] so that [decision or improvement it supports], aiming for [outcome].

    Example

    Map the first ten days of a new starter so we can decide what to automate, aiming for a starter who is productive by day three.

  3. 03Scope

    Define where the journey starts and ends as events, not dates. Be clear about what's left out.

    - **Start event:** [trigger]
- **End event:** [outcome]
- **In scope:**
  - [Included]
- **Out of scope:**
  - [Excluded]

    Example

    • Start event: offer accepted
    • End event: starter completes first sprint review
    • In scope:
      • Pre-boarding, IT setup, induction, team onboarding
    • Out of scope:
      • Recruitment and contracting
      • Contractor onboarding

  4. 04Actors (Personas / Roles)

    Name the person the journey is about, then everyone who touches it. Roles are enough. Add what each wants.

    - Primary actor: [role, what they want]
- Supporting actors: [role, what they do]

    Example

    • Primary actor: new starter, wants to feel set up and useful quickly
    • Supporting actors: line manager, IT service desk, HR coordinator, buddy

  5. 05Stages (high level)

    Four to seven stages, each named for what the person is doing or feeling. Verbs work well.

    - Stage 1: [name]
- Stage 2: [name]
- Stage 3: [name]

    Example

    • Stage 1: Accept and prepare
    • Stage 2: Arrive and get access
    • Stage 3: Learn the work
    • Stage 4: Contribute

  6. 06Journey Map / Blueprint

    Link the map. Put the link first and attach an export in case the link breaks.

    - Link to Miro / FigJam / Confluence / SharePoint: [url]
- Export (PDF / image): [attached]

    Example

    • Link: Miro board "Starter journey v2"
    • Export: starter-journey-v2.pdf (attached)

  7. 07Key Steps

    For each stage, list what actually happens, in order, and who does it. Keep each step to a line.

    - Stage 1: [name]
  - [Step, actor]
- Stage 2: [name]
  - [Step, actor]

    Example

    • Stage 1: Accept and prepare
      • HR sends welcome pack (HR coordinator)
      • Manager orders laptop and accounts (line manager)
    • Stage 2: Arrive and get access
      • Starter collects laptop and badge (service desk)

  8. 08Systems / Touchpoints

    List every system, channel and person the actor meets. A touchpoint with no owner is usually where it goes wrong.

    - [System or channel, owner]

    Example

    • HR system (HR ops)
    • IT ticketing (service desk)
    • Email and Teams (IT)

  9. 09Pain Points / Insights

    Write what actually goes wrong, with evidence and the stage it happens in. Quote people where you can.

    - [Stage]: [pain, evidence]

    Example

    • Arrive: laptop not ready for 1 in 4 starters ("I spent day one on my phone")
    • Learn: no single list of tools to request access to

  10. 10Business Rules / Variations

    Note where the journey changes for different people, locations or roles. Name the rule that causes the change.

    - Variation A: [condition], [what changes]
- Variation B: [condition], [what changes]

    Example

    • Variation A: remote starters, kit is posted and arrives by day -2
    • Variation B: roles with system access, approval from Security before day 1

  11. 11Requirements Derived

    Link the requirements that came from this map. If a pain point has no requirement, say why.

    [REQ keys, one per pain point]

    Example

    REQ-301 (device ready on day 1), REQ-302 (single access checklist). No requirement for buddy matching: out of scope this quarter.

  12. 12Risks / Dependencies

    List what could stop the journey from improving, and what it depends on.

    - [Risk or dependency, link]

    Example

    • IT stock levels for laptops (RSK-52)
    • HR system upgrade due in Q3

  13. 13Acceptance Criteria

    Check the map is good enough to act on. It's about the artefact, not the improvement.

    - [ ] Journey scope and stages are clear.
- [ ] Artefact is linked or attached and accessible.
- [ ] Key actors, systems, and pain points are captured.
- [ ] Derived requirements are identified and linked.

    Example

    • Start and end events agreed with HR.
    • Miro board and PDF accessible to the programme.
    • Six pain points evidenced from 14 starter interviews.
    • REQ-301 and REQ-302 created.

  14. 14Definition of Done (DoD)

    Done means final for this round, with the follow-up work created and reviewed with the people in it.

    - [ ] Journey artefact is finalised for the current iteration.
- [ ] Requirements created or updated and linked.
- [ ] Stakeholder review completed and actions captured.

    Example

    • Journey v2 finalised on 20 Nov.
    • REQ-301 and REQ-302 linked.
    • Reviewed with HR and IT; two actions raised.