Customer journey mapping is a collaborative visual technique for building a shared mental model of how actors use an existing system to achieve goals. It shifts attention from features that should be built to workflows that already matter, revealing critical paths, business risks, and high-value scenarios. section 14.0 section 14.1
Use a journey map to:
- Represent workflows supported by the system and associate each workflow with external actors and their goals. section 14.4
- Identify candidate scenarios for automated acceptance tests instead of generating large numbers of undirected end-to-end scripts. section 14.0 section 14.1
- Prioritize automation around workflows on the critical path to actors achieving their goals, taking business priorities and risks into account. section 14.1
Retrofitting tests for an airline system
For the largely built Flying High Airlines system, the team first maps how existing features are used and which workflows are critical. The resulting map guides a safety net of automated tests around the system’s most important scenarios before further improvements are introduced. section 14.0 section 14.1
