Journey map: Playbook

Operations Olivia

Runs operations. Wants her team's processes to be consistent, visible, and less error-prone. Tired of vague workflows and everyone doing things their own way.

Scenario: Olivia wants to standardize the company's "New Client Onboarding" process, which every team currently handles differently.
phase 1

Discovery & Planning

phase 2

Building the Playbook

phase 3

Going Live

phase 4

Learning & Improving

How she feels along the way
overwhelmed by how messy the current process really is fights the editor to reorder steps or handle "if this, then that" cases nervous: will the team actually use it? did she miss anything? hard to tell how well the playbook is really working the process finally takes shape, structured and visible excitement: the standard process is live! the team is finally doing things the same way
What she does
  • Talks to team members about how onboarding works today
  • Writes up the current workflow outside the app
  • Spots the key steps, roles, and slow points
  • Opens the Playbook section
  • Searches the template library for anything close to client onboarding
  • Starts a new playbook template
  • Adds phases and steps, with tasks and instructions for each
  • Announces the new standard process to the team
  • Kicks off the playbook for a real new client
  • Assigns steps to team members
  • Checks in on playbooks currently running
  • Looks back at finished ones to find slow points
  • Collects feedback and updates the template
Where it hurts
  • Nothing in the app helps her sketch the process with others
  • Hard to picture the whole workflow before building it
  • Adding steps feels slow and fiddly
  • Library search works well only when teammates named and described their templates clearly
  • No easy way to revise a template once it exists
  • Getting the team comfortable with a new tool takes effort
  • The playbook can feel too rigid when exceptions come up
  • People miss their assigned steps; reminders are weak
  • Reporting is thin, so wins are hard to prove
  • Updating the template does not carry over to playbooks already in progress