An evidence-based view of customer journey health — across every product we build
Roadmap decisions are driven by stakeholder opinion, competitive reaction, and technical opportunity — without a consistent customer evidence base.
Research is pulled to the moment of highest pressure — just before a decision — where validation is the only useful mode. That's a diminished use of the capability.
Findings live in reports that don't get referenced again. No shared, maintained view of what we know about our customers and where they're struggling.
One system. Every journey.
Continuously scored.
One specific observation from one source. Atomic, source-tagged, and auditable from the moment it enters the system.
Researcher's interpretation of a pattern across findings. Approved before it affects any score. This is the quality gate.
Calculated from approved Insights. Never manually entered. Starts at 7.0 — functioning but unexceptional.
Strategy, data model, scoring rubric, and source registry defined. Notion databases live. Extraction prompt validated against the 8X Vision Sprint — strong results.
Charley reviewing findings, validating severity and journey tagging, grouping findings into draft Insights. Director approves first set.
Researchers run extraction across existing reports and back catalogue. Findings validated, tagged, and grouped into Insights before any scoring begins. Data integrity is the gate.
Scorecard prototype shared with a small group for structured feedback. Findings surfaced, design iterated, model stress-tested against real use.
Validated scorecard, clean data, and a stable UI — ready to present to product leadership as the opening baseline.
Seven asks from this room — none of them huge individually, all of them necessary.
Does the model make sense? Would you use it? Where does it fall short? Your reaction now shapes what we build next.
We have a proposed canonical list. We need each product area to validate it — names, boundaries, and any missing journeys — before findings start being tagged.
One set of screenshots per journey step, so everyone in the room is looking at the same thing when a finding is discussed. Manually maintained to start.
Monthly user volume and revenue band per journey, entered by you. This is the one input that only you can provide — and it's what makes a score a business case.
The back catalogue won't get processed if Charley and Kevin are pulled into delivery validation. This needs director-level air cover — not a request they can make themselves.
One person in Sports, Gaming, and Core who owns the journey definitions for their domain and keeps them current as product evolves.
Phase 2 — the behavioural layer — is entirely blocked until journeys are properly tagged in FullStory. That's a meaningful engineering ask that needs sponsorship to get prioritised. The sooner it's scoped, the sooner the data gets real.