Traditional journey maps and service blueprints often become outdated shortly after they’re created. Stored as static documents, they quickly lose relevance as customer behaviors, products, and performance metrics evolve.

To address this, we vibecoded an interactive Journey Management platform in VS Code that reimagines the journey as a dynamic system. Instead of relying on manual updates, the platform connects qualitative and quantitative customer data, including support call themes, behavioral analytics, conversion metrics, and digital interactions.

The experience provides product managers and experience designers with a shared, real-time view of end-to-end customer journeys such as Get a New Phone and Pay My Bill, making it easier to identify friction, prioritize opportunities, and align cross-functional teams around evidence-based decisions.

My Role

• Led customer journey analysis by synthesizing qualitative and quantitative data.

• Analyzed customer support calls, behavioral analytics, clickstream data, conversion funnels, and digital engagement metrics to uncover friction patterns and opportunity areas.

• Translated insights into an interactive journey management experience and vibecoded the prototype in VS Code to demonstrate a scalable vision for living service blueprints.

• Facilitated stakeholder alignment by connecting customer insights with journey health and business performance.