The Magical Customer Journey

Okay, let’s clear this up: the customer journey isn’t some epic adventure where your customer wakes up, grabs a toothbrush, packs a bag, and says, “Let’s go find this cool new app!” Nope. It’s not some crazy maze where they dodge pop-ups and fight their way from “Sign In” to “Checkout” like they’re in a video game either.

So, what is it?
The customer journey is what someone does when they need to get something done. Like unclogging a toilet or impressing their in-laws with a fancy dinner. Whether your product exists or not, they’ll figure out a way to get that job done (Jobs to Be Done: The Secret Mission Behind Every Purchase – Mostly Business). Basically, they’ve got a mission, and your product is like a magic shortcut to make their life easier.

Example Time!
Meet Bilbo (yes, like from the movies, but with less adventuring). Bilbo, the king of procrastination, suddenly remembers his girlfriend’s birthday is TOMORROW. His one job? To find the perfect gift that says, “I totally didn’t forget about this!” Now, whether or not your fancy gift-picking app exists, Bilbo’s gonna panic, run around the mall, or raid his mom’s closet for something.

But if your genius app is around, Bilbo can relax. It helps him pick the perfect gift, wraps it up, and even writes a sweet note. Now, instead of running around like a headless chicken, Bilbo’s cool, calm, and still in his pajamas. He’s got the same job (impress girlfriend, avoid getting dumped), but you made it way easier.

The Product’s Job
Your job is to figure out what tricky task Bilbo (or anyone) is trying to do and make it simpler with your product. You’re not creating the journey—they’re already on it. You’re just handing Bilbo a map, a jetpack, and maybe a latte to make his trip a whole lot easier.