Jobs To Be Done Journey Map

About this template

• This template combines a journey map with a jobs-to-be-done map. It breaks the journey into phases, capturing main steps and sub-steps within each phase.

• Using Miro’s cards, you can tag who is involved in each step and the tools used to complete it. Pain points are highlighted in red, with related research studies linked for reference.

• UX researchers can use this artifact to document existing research and build on it as they learn more. It also helps align stakeholders on focus areas, such as phases with numerous pain points.

• By consolidating all information in one place, it enables designers to see how changes in one area might impact others downstream. For instance, improving a tool used in multiple steps could benefit other areas as well.

Why use this template?

• To document how different personas engage with multiple tools throughout an end-to-end journey

• To visualize the connections across different phases of an experience, rather than focusing solely on one phase or process

• To create a ‘source of truth’ for a journey that ensures alignment among stakeholders and team members

• To identify areas with concentrated pain points and opportunities for improvement

• To document and consolidate research that has been conducted

How to use this template

Phases

• Identify a specific journey and break it down into high-level phases.

• These phases represent the top level of the journey map, and you can include as many as needed.

Main steps and sub-steps

• Within each phase, outline the main steps (or jobs to be done) that occur, along with sub-steps that provide additional details.

• Arrange the main steps chronologically from top to bottom.

Pain points

• Pain points are categorized as main pain points and sub-pain points.

• Main pain points are positioned to the left and apply to the overarching main step.

• Sub-pain points are tied to specific sub-steps and placed directly beneath them.

Personas, tools, and research studies

• Each card can include tags to indicate the persona(s) involved in a step and the tool(s) used to complete it.

• Tags may also reference the research study where the pain point was identified.

Tips and best practices

• Keep the jobs to be done high-level and avoid referencing specific tools, as there are often multiple ways to complete a task.

• After adding all the steps, review them to ensure they are written with a consistent level of detail.

• Add additional tags as needed to capture information relevant to your specific use case.

• If research into a particular sub-step reveals more layers of detail (e.g., sub-sub-steps), consider creating a separate phase frame to document this process.