Collaboration CJM

A customer journey map across 4 collaboration scenarios — asked for by the team, then turned out to be the artefact that connected isolated feature work and spawned new roadmap tasks.

4 Full scenarios
2 New tasks spawned
Q1 Roadmap input
2 mo Ongoing
Users don't experience features in isolation. We were designing like they do.

Overview

Role
Product Designer
Timeline
Jan — Mar 2026 (ongoing)
Team
Head of Product, Design team, add-on product team
Status
Shared with PM, informing next quarter's tasks

Why I Did This

The team asked me to put together a CJM for the collaboration area. The brief was simple — map out how users move through sharing, inviting, guest management, and multilogin. Up to that point, each of those was being designed in isolation; there was no shared picture of how they connect.

A user inviting someone doesn't stop experiencing the product after the invite succeeds — they go on to manage guests, encounter multilogin, share assets. Those flows connect. The CJM made that visible.

What started as a requested deliverable turned into something more useful: a working tool the team kept coming back to, and the artefact that surfaced the next batch of design tasks.

What I Mapped — 4 Complete Scenarios

1. Sharing Flow

8 steps from "Share button on dashboard" to "Recipient receives access." Screenshots of every screen transition. Confusion points and dead ends identified.

2. Invite Flow

All entry points: Top Menu, User Management, Sharing Widget. Full path through invite → success → the gap (???). This gap directly led to Case 05: Post-Invite Upsell.

3. Multilogin Flow

Corporate account session management. Identified blocked states and session conflicts. Findings shared with the Enterprise team.

4. Value/Upsell Flow

Mapped from invite success through toolkit purchase. Integrated the add-on product team's payment widget. Documented purchase flow constraints.

Methodology

I built the CJM in Figma — not Miro. The team agreed that keeping it in the same tool as the design work makes it easier to reference and update.

Real product screenshots at every step Entry and exit points for each scenario User thoughts and emotions at each step Problems and barriers identified Possible improvements proposed inline Built in Figma, not Miro

From the CJM

Three of the four scenarios mapped — Invite Flow, Multilogin, and Sharing Widget. Each built with real product screenshots at every step.

Invite User CJM — full flow from Share button through invite success state.
Multilogin CJM — corporate account session management and blocked states.
Sharing Widget CJM — entry points, sharing flow, dead ends identified.

Impact

  1. →

    Spawned Post-Invite Upsell task (Case 05)

    The invite flow map revealed the "???" after every success state. That observation became a dedicated design task and a monetization opportunity.

  2. →

    Spawned add-on toolkit integration task

    Mapping the value/upsell flow exposed constraints in the add-on product team's payment widget that needed addressing before integration was possible.

  3. →

    Aligned Marketing on messaging

    Shared with the Marketing Lead for cross-flow messaging alignment. Each scenario showed where users encounter pricing, free messaging, and upsell moments.

  4. →

    Informed next quarter's roadmap

    PM used the CJM to prioritize Q2 tasks. The map gave a shared language for talking about user flows across the team.

PM Feedback "Super useful as CJM, I liked how you described where users get confused."

Why This Matters

This case isn't about a single feature — it's about the kind of work that holds the rest together. The brief was a CJM. What it actually delivered was a shared map: cross-team alignment, two new design tasks surfaced from gaps in the flow, and a reference the team kept coming back to in subsequent reviews.