CI/CD User Journey Mapping
User research and journey mapping — field interviews to PLG adoption maps
product-designux-research
The CloudBees platform redesign had no shared evidence base — prioritisation was running on assumptions, not on what field sales, customer success, and customers were actually experiencing.
Ran structured interviews across the organisation with a four-person team, synthesised into standard customer journey maps with a Product-Led Growth adoption arc layered on top. The maps became the direct factual input into the platform redesign, navigation IA, and onboarding simplification.
01 Research
A four-person team ran structured interviews across the CloudBees field organisation: sales, customer success managers, and customers where accessible. Interview notes were stored in Dovetail using the Research Ops taxonomy already in place. The goal was to hear pain points directly from the people closest to the product experience — not assumptions, not support tickets.
02 Synthesis
Interview material was synthesised in Dovetail — tagged, themed, and distilled into patterns. The focus was on where the platform broke down across user types: where sales had to compensate for product gaps, where CS was fielding recurring friction, and where customers reported confusion or dropped off.
03 Journey Maps
Pain points were mapped into standard customer journey maps covering the end-to-end platform experience. A Product-Led Growth adoption arc was layered across the top — mapping the platform's ability (or inability) to drive adoption without sales-touch at each stage. The PLG layer exposed where the platform was structurally dependent on human intervention rather than self-serve, and gave the design programme a clear prioritisation frame.
04 Output
The journey maps fed directly into the next phases: navigation and IA redesign, onboarding simplification, and the broader programme to reframe CloudBees as one unified platform. They gave the team a shared factual basis for prioritisation conversations with product and engineering — moving the work from opinion to evidence.