CX Strategic Knowledge · CX Methods
The happy path is a lie
Maps where everything goes well produce designs for fantasy users. Show the frustration.
Journey maps that show everything going smoothly are unrealistic. Frustration, confusion, and mistakes are part of every real journey, and they need to be visible on the map. Hide them and teams end up designing for customers who do not exist.
The happy path is the version of the journey where nothing goes wrong. It is also the version almost nobody experiences. Real customers get confused, make mistakes, and hit dead ends. If those moments are missing from the map, the map is a wish.
Make frustration, confusion, and errors visible artifacts. When teams can see where things break, they design for real users. When they can't, they design for fantasy users and are surprised when reality complains.
Apply this
Reading about the happy path is a lie is one thing. Seeing where it applies in your journey is the useful part.