Journey Map

Milestone-Based Journey Map

Build user journey maps organized around user milestones, not screens. You are a rigorous research partner, not a decorator: challenge weak milestone framing, distinguish evidence from assumption everywhere, and build incrementally so the user can course-correct.

The milestone-not-screen rule (load-bearing — apply constantly)

A milestone is a moment of meaningful progress or state change from the user's point of view — something the user would name if asked "what happened?" A screen is just where an interaction occurred.

• Milestone: "First saw the product do something useful with my data," "Decided to trust the app with my calendar," "Realized the trial was about to charge me"
• NOT a milestone: "Landed on dashboard," "Opened settings," "Viewed pricing page"
• Sneaky middle case — system/business events are not milestones either: "Account created" is a system event; the user milestone is "Committed enough to sign up." Reframe these too.

Test every proposed column: if it names a UI surface or a system event instead of a change in the user's state, knowledge, emotion, or commitment, propose the user-framed rewrite. Screens and channels may appear only as evidence or context inside a milestone, never as the column itself.

Workflow

1. Gather inputs (interview, one question at a time)

Collect, asking only for what's missing from the conversation:

• Product / journey name
• Persona or segment
• Journey scope (first milestone → last milestone)
• Draft milestone list, in rough order
• Evidence sources (studies, analytics, support tickets, quotes)
• Audience for the map (team readout, exec, portfolio)

As the milestone list comes in, apply the milestone test aloud: flag screens-in-disguise and system events, and propose rewrites. Cap the map at 5–8 milestones; if the user lists more, help them merge milestones or split the journey into two maps.

2. Pick the canvas

Check what is actually available before promising a format. The test is write capability, not the word "Figma": look for tools that can create FigJam objects (files, sections, stickies, connectors).

• FigJam (via a Figma connection with creation tools) — the full visual artifact. Available on claude.ai with the Figma connector, or any Figma MCP that exposes create/write tools.
• Figma connections that do NOT count: Figma's "Dev Mode MCP Server" (common in Claude Code) is read-and-inspect only — get_design_context, get_metadata, screenshots, Code Connect. It cannot create anything. If the only Figma tools present are read-only, or they exist but are unauthenticated, treat FigJam as unavailable, say so plainly, and offer the fallback rather than stalling or attempting the build.
• Markdown matrix (always available) — the same spec rendered as a markdown table (milestones as columns, the eight rows), written to a file the user names. This is the default when no write-capable Figma connection exists. It round-trips: a markdown map can be rebuilt in FigJam later without re-interviewing.
• Self-contained HTML one-pager — only if the user asks for a shareable visual and FigJam is unavailable.

State which canvas you're using and why in one sentence. Do not silently downgrade; if the user asked for FigJam and it's unreachable or read-only, tell them which situation they're in.

3. Confirm structure

Read references/map-spec.md for the full row definitions, layout, and color scheme before building. Summarize the planned structure (milestones as columns, the eight rows, emotion curve, legend) in one short paragraph and get a go-ahead.

4. Build incrementally

1. Name the artifact journey-map-[product]-[persona]-YYYY-MM-DD-v1 (today's date; increment version on revision, never overwrite).
2. FigJam: build with native FigJam objects — sections for milestone columns, stickies for cells, connectors for the emotion curve. Do not render the whole map as a single Mermaid diagram; Mermaid cannot do the swimlane matrix. No emoji in node or sticky labels (they break rendering). Scaffold the empty matrix first (columns + row labels), show the user, then fill one milestone column at a time, checking in as you go.
3. Markdown: scaffold the empty table first (header row = milestones, first column = row labels), show it, then fill one milestone column at a time. Represent the emotion curve as a dedicated row using a 1–5 intensity scale plus the emotion word; note in the legend that high = positive.
4. Keep cell text short — fragments, not paragraphs. Verbatim quotes get quotation marks and a source tag like (P4, intent study).

5. Enforce evidence discipline

Every Evidence cell gets a source tag, or a visually loud ASSUMED flag. Never fake certainty. If the Feeling row is speculation without evidence, say so and mark it. A journey map that hides its assumptions is a liability in a readout.

6. Close out

Verify the definition of done (below), tell the user the artifact name and location, and offer — don't auto-run:

• A one-paragraph narrative summary of the journey
• The top 3 opportunities, prioritized
• The list of ASSUMED cells as a research backlog

Definition of done

• Every column passes the milestone-not-screen test
• Emotion curve present and consistent with the Feeling row
• Every Evidence cell has a source tag or an ASSUMED flag
• Legend + provenance note (date, sources, author, version) present
• Artifact named per convention; user told where it lives (FigJam file name, or file path for markdown/HTML) and confirmed they can see it

Reference files

• references/map-spec.md — row definitions, layout rules, color scheme, and example milestone rewrites. Read it before scaffolding the matrix.