Onboarding Journey Map.

Trace the path a customer travels from purchase to first value, and find where they get stuck, so your onboarding is built on how customers really succeed and fail.

Your destination (first value, from the previous tool)

Map the current path

Trace the steps a customer takes from purchase to first value as it works today.

Step	What the customer does	Who helps, if anyone	Where customers get stuck
1
2
3
4
5

Study real customers

Take three to five recent customers, a mix of those who succeeded and those who drifted away early, and trace each through the path above.

What did the customers who reached value do?

What did the ones who drifted away get stuck on or skip?

Synthesize the friction point

The single step where customers most commonly get lost

That friction point is where your onboarding has to do its most deliberate work. Carry it into the plan.

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Uses the destination from the First-Value Definition; feeds the Onboarding Plan Builder. Back to the guide, or start over.