{ "personas": [ { "name": "Maya", "role": "Mid-career applicant job-hunting while employed", "type": "primary" }, { "name": "ATS", "role": "Applicant Tracking System (resume parsing, status, automated mail)", "type": "system" }, { "name": "AI Screener", "role": "Automated resume-screening step that matches applicants against role criteria and auto-rejects non-matches within 24h", "type": "system" }, { "name": "Recruiter", "role": "In-house recruiter / talent team screening applications", "type": "backstage" }, { "name": "Hiring Manager", "role": "Owns the role, makes the final call", "type": "backstage" } ], "activeCategories": [ "emotional", "channel", "temporal", "people", "actions", "systems", "service-layers", "failure", "path", "design", "accessibility" ], "milestones": [ { "id": "discovery", "fields": { "title": "Discovery", "description": "Maya encounters the job posting and decides it's worth pursuing" }, "steps": [ { "id": "see-the-posting", "fields": { "persona": [ "Maya" ], "description": "Comes across the role on a job board, LinkedIn, or the company careers page", "emotion": "Spark of interest, cautious optimism", "emotionValence": "1", "emotionIntensity": "low", "thinking": "\"This could actually be a good fit — let me see what they want\"", "channel": "LinkedIn / job board / careers page", "device": "Phone, in a gap between other things", "trigger": "Active search, alert email, or a link shared by a contact", "duration": "~30 sec skim", "pacing": "normal", "entryPoint": "true", "next": "→ read-and-assess-fit" }, "meta": {}, "index": 0, "milestone": "discovery", "coverage": { "A": { "count": 4, "fields": [ "emotion", "emotionValence", "emotionIntensity", "thinking" ] }, "B": { "count": 2, "fields": [ "channel", "device" ] }, "C": { "count": 3, "fields": [ "trigger", "duration", "pacing" ] }, "K": { "count": 2, "fields": [ "entryPoint", "next" ] } } }, { "id": "read-and-assess-fit", "fields": { "persona": [ "Maya" ], "description": "Reads the description and self-assesses whether to apply", "emotion": "Mix of excitement and self-doubt", "emotionValence": "0", "emotionIntensity": "medium", "thinking": "\"I hit most of these, but not all — is it worth my time?\"", "cognitiveLoad": "medium", "duration": "~5-10 min", "painPoint": "Vague or inflated requirements make it hard to judge fit", "decision": "Apply now, bookmark for later, or pass", "failureMode": "Talks self out of applying (\"I only meet 7 of 10 bullets\")", "failureProbability": "high", "failureImpact": "medium", "literacyRequirement": "Job descriptions are written in internal jargon and inflated requirement lists; reading them accurately is insider knowledge", "inclusionConsideration": "Candidates without that insider context read every bullet as a hard requirement and self-eliminate before the funnel even starts", "opportunity": "Mark which requirements are actually firm and which are wish-list", "priority": "should-fix", "next": "→ click-apply" }, "meta": {}, "index": 1, "milestone": "discovery", "coverage": { "A": { "count": 5, "fields": [ "emotion", "emotionValence", "emotionIntensity", "thinking", "cognitiveLoad" ] }, "C": { "count": 1, "fields": [ "duration" ] }, "I": { "count": 3, "fields": [ "painPoint", "opportunity", "priority" ] }, "E": { "count": 1, "fields": [ "decision" ] }, "J": { "count": 3, "fields": [ "failureMode", "failureProbability", "failureImpact" ] }, "M": { "count": 2, "fields": [ "literacyRequirement", "inclusionConsideration" ] }, "K": { "count": 1, "fields": [ "next" ] } } } ] }, { "id": "application", "fields": { "title": "Application", "description": "Maya creates an account and submits her materials" }, "steps": [ { "id": "click-apply", "fields": { "persona": [ "Maya", "ATS" ], "description": "Clicks Apply and is routed into the company's application portal", "emotion": "Readiness, slight bracing", "emotionValence": "0", "emotionIntensity": "low", "channel": "Careers portal (ATS-hosted)", "touchpoint": "\"Apply\" button, landing her on the portal", "channelTransition": "Employer-branded careers page hands off to a third-party ATS portal with different branding and different UX conventions", "duration": "~10 sec", "systems": [ "ATS" ], "backstageAction": "Creates a candidate session and applies the employer's account-gate policy", "automation": "Fully automated; no human involved", "lineOfVisibility": "Maya sees a redirect; the session creation and the account-gate decision behind it are invisible", "backstage": "The ATS opens a candidate session at the redirect and applies the employer's configured account-gate policy", "painPoint": "Redirected to a clunky third-party portal that breaks the flow", "next": "→ create-account" }, "meta": { "provenance": { "backstage": "auto-composite" } }, "index": 2, "milestone": "application", "coverage": { "A": { "count": 3, "fields": [ "emotion", "emotionValence", "emotionIntensity" ] }, "B": { "count": 3, "fields": [ "channel", "touchpoint", "channelTransition" ] }, "C": { "count": 1, "fields": [ "duration" ] }, "F": { "count": 2, "fields": [ "systems", "automation" ] }, "E": { "count": 1, "fields": [ "backstageAction" ] }, "G": { "count": 2, "fields": [ "lineOfVisibility", "backstage" ] }, "I": { "count": 1, "fields": [ "painPoint" ] }, "K": { "count": 1, "fields": [ "next" ] } } }, { "id": "create-account", "fields": { "persona": [ "Maya", "ATS" ], "description": "Forced to create an account before she can apply", "emotion": "Mild irritation", "emotionValence": "-1", "emotionIntensity": "medium", "effort": "Yet another login and password to manage", "duration": "~3-5 min", "systems": [ "ATS", "Email service" ], "policy": "Employer's ATS configuration requires an account before the form is shown", "painPoint": "Account gate before she's even seen the form", "failureMode": "Abandons here rather than make an account", "failureProbability": "high", "failureImpact": "high", "accessibilityBarrier": "Password rules, CAPTCHA, and an email round-trip stack up as a hard stop before any content is reached", "opportunity": "Let people apply first and create the account at submit — or offer a guest apply", "priority": "must-fix", "exitPoint": "true", "next": "→ fill-application-form" }, "meta": {}, "index": 3, "milestone": "application", "coverage": { "A": { "count": 4, "fields": [ "emotion", "emotionValence", "emotionIntensity", "effort" ] }, "C": { "count": 1, "fields": [ "duration" ] }, "F": { "count": 3, "fields": [ "systems", "policy" ] }, "I": { "count": 3, "fields": [ "painPoint", "opportunity", "priority" ] }, "J": { "count": 3, "fields": [ "failureMode", "failureProbability", "failureImpact" ] }, "M": { "count": 1, "fields": [ "accessibilityBarrier" ] }, "K": { "count": 2, "fields": [ "exitPoint", "next" ] } } }, { "id": "fill-application-form", "fields": { "persona": [ "Maya", "ATS" ], "description": "Fills out the application form, often re-typing what's on her resume", "emotion": "Tedium, growing frustration", "emotionValence": "-2", "emotionIntensity": "high", "duration": "~20-40 min", "pacing": "stalled", "cognitiveLoad": "high", "doing": "Re-entering work history field by field after uploading a resume", "inputRequired": "Full work history, education, work-authorization answers, EEO/demographic questions", "systems": [ "ATS", "Resume parser" ], "dataFlow": "Resume PDF into the parser, parser output into pre-filled form fields, form contents into the candidate record; parse errors propagate into the record Maya never gets to see", "automation": "Parsing is automated; correcting what it got wrong is entirely manual", "painPoint": [ "\"I just uploaded my resume — why am I typing it all again?\"", "Parser mangles formatting, she fixes it by hand" ], "failureMode": "Session times out or form errors wipe entries", "failureProbability": "medium", "failureImpact": "high", "recoveryPath": "Start over, often from scratch", "accessibilityBarrier": "Timed session expiry punishes anyone who needs longer — assistive-tech users, people on slow connections, people filling this in between shifts", "momentOfTruth": "Whether the form respects her time or wastes it", "opportunity": "Parse once, show it back for confirmation, never ask for the same fact twice", "priority": "must-fix", "next": "→ submit-application" }, "meta": {}, "index": 4, "milestone": "application", "coverage": { "A": { "count": 4, "fields": [ "emotion", "emotionValence", "emotionIntensity", "cognitiveLoad" ] }, "C": { "count": 2, "fields": [ "duration", "pacing" ] }, "E": { "count": 2, "fields": [ "doing", "inputRequired" ] }, "F": { "count": 4, "fields": [ "systems", "dataFlow", "automation" ] }, "I": { "count": 5, "fields": [ "painPoint", "momentOfTruth", "opportunity", "priority" ] }, "J": { "count": 4, "fields": [ "failureMode", "failureProbability", "failureImpact", "recoveryPath" ] }, "M": { "count": 1, "fields": [ "accessibilityBarrier" ] }, "K": { "count": 1, "fields": [ "next" ] } } }, { "id": "submit-application", "fields": { "persona": [ "Maya", "ATS" ], "description": "Reviews and submits the completed application", "emotion": "Relief, hope, a small sense of accomplishment", "emotionValence": "1", "emotionIntensity": "medium", "doing": "Hits Submit", "channel": "Careers portal", "duration": "~1 min", "systems": [ "ATS", "Email service", "AI Screener" ], "backstageAction": "Records the submission, fires the automated confirmation email, and enqueues the application for the AI screen", "automation": "Fully automated; the three downstream processes fan out from one tap", "parallelPath": "→ receive-confirmation, → ai-resume-screen (both kick off from the same Submit)", "lineOfVisibility": "Everything past Submit is invisible — record creation, mail send, screening queue", "backstage": "One Submit fans out into three automated processes — the ATS writes the candidate record, the mail service sends a templated acknowledgment, and the application enters the AI screening queue", "valueExchange": "Maya gives 40 minutes of unpaid labour and a complete personal data record; she gets a confirmation screen", "momentOfTruth": "The instant after Submit — did it go through, and what now?", "next": "→ receive-confirmation" }, "meta": { "provenance": { "backstage": "auto-composite" } }, "index": 5, "milestone": "application", "coverage": { "A": { "count": 3, "fields": [ "emotion", "emotionValence", "emotionIntensity" ] }, "E": { "count": 2, "fields": [ "doing", "backstageAction" ] }, "B": { "count": 1, "fields": [ "channel" ] }, "C": { "count": 1, "fields": [ "duration" ] }, "F": { "count": 4, "fields": [ "systems", "automation" ] }, "K": { "count": 2, "fields": [ "parallelPath", "next" ] }, "G": { "count": 3, "fields": [ "lineOfVisibility", "backstage", "valueExchange" ] }, "I": { "count": 1, "fields": [ "momentOfTruth" ] } } } ] }, { "id": "the-wait", "fields": { "title": "The Wait", "description": "The period after submission where the experience most often breaks down. An AI screen now forks it early — non-matches get a fast 'no' within 24h, but everyone who passes still falls into the same old \"application black hole\"" }, "steps": [ { "id": "receive-confirmation", "fields": { "persona": [ "Maya", "ATS" ], "description": "Gets (or doesn't get) an automated \"we received your application\" email", "emotion": "Reassured if it arrives, uneasy if it doesn't", "emotionValence": "0", "emotionIntensity": "low", "channel": "Email", "duration": "Seconds to minutes after submit", "notification": "Automated \"application received\" acknowledgment", "systems": [ "ATS", "Email service" ], "backstageAction": "Sends templated confirmation", "message": "\"We've received your application\" — no timeline, no next step, no name", "tone": "Templated, impersonal", "failureMode": "No confirmation configured, or it lands in spam", "failureProbability": "medium", "failureImpact": "medium", "painPoint": "A generic auto-reply with no sense of timeline or next steps", "opportunity": "Say what happens next and by when — the cheapest fix in the whole journey", "priority": "should-fix", "next": "→ ai-resume-screen" }, "meta": {}, "index": 6, "milestone": "the-wait", "coverage": { "A": { "count": 3, "fields": [ "emotion", "emotionValence", "emotionIntensity" ] }, "B": { "count": 1, "fields": [ "channel" ] }, "C": { "count": 1, "fields": [ "duration" ] }, "F": { "count": 3, "fields": [ "notification", "systems" ] }, "E": { "count": 1, "fields": [ "backstageAction" ] }, "L": { "count": 2, "fields": [ "message", "tone" ] }, "J": { "count": 3, "fields": [ "failureMode", "failureProbability", "failureImpact" ] }, "I": { "count": 3, "fields": [ "painPoint", "opportunity", "priority" ] }, "K": { "count": 1, "fields": [ "next" ] } } }, { "id": "ai-resume-screen", "fields": { "persona": [ "ATS", "AI Screener" ], "description": "An AI screening step automatically matches Maya's resume against the role criteria within 24 hours of submission", "channel": "Automated (no visible touchpoint for Maya)", "duration": "Within 24 hours of submission", "systems": [ "AI Screener", "ATS" ], "backstageAction": "Scores the application against role criteria; non-matches are auto-rejected, matches pass through to the recruiter queue", "automation": "Fully automated — there is no human review anywhere on the reject path", "dataFlow": "Parsed resume fields and role criteria feed a match score, which decides the routing written back to the candidate record", "policy": "An employer-configured match threshold decides who a human ever sees", "lineOfVisibility": "Maya is never told this step exists", "branchCondition": "AI match vs. no match", "momentOfTruth": "An algorithm now decides — invisibly — whether Maya is fast-rejected or advances into the queue", "failureMode": "A qualified applicant is auto-rejected on a criteria mismatch (keyword/parsing miss) with no human review", "failureProbability": "medium", "failureImpact": "high", "risk": "Criteria proxies (school, keywords, employment gaps) encode bias at scale, invisibly and unappealably", "inclusionConsideration": "Non-linear careers, career breaks, and non-standard resume formats score worst — the people the format serves least are filtered out first", "opportunity": "Disclose that an automated screen made the call, and give one correction loop before it's final", "priority": "must-fix", "next": [ "no match → outcome-fast-rejection", "match → wait-in-silence" ] }, "meta": {}, "index": 7, "milestone": "the-wait", "coverage": { "B": { "count": 1, "fields": [ "channel" ] }, "C": { "count": 1, "fields": [ "duration" ] }, "F": { "count": 5, "fields": [ "systems", "automation", "dataFlow", "policy" ] }, "E": { "count": 1, "fields": [ "backstageAction" ] }, "G": { "count": 1, "fields": [ "lineOfVisibility" ] }, "K": { "count": 3, "fields": [ "branchCondition", "next" ] }, "I": { "count": 3, "fields": [ "momentOfTruth", "opportunity", "priority" ] }, "J": { "count": 4, "fields": [ "failureMode", "failureProbability", "failureImpact", "risk" ] }, "M": { "count": 1, "fields": [ "inclusionConsideration" ] } } }, { "id": "outcome-fast-rejection", "fields": { "persona": [ "Maya", "ATS", "AI Screener" ], "description": "Maya gets an automated rejection within ~24 hours because the AI screen flagged her as not matching the criteria", "emotion": "Sting of a fast 'no', but the speed gives real closure — better than weeks of silence", "emotionValence": "-1", "emotionIntensity": "medium", "channel": "Email", "duration": "Within 24 hours of applying", "notification": "Automated rejection, often without saying an AI made the call", "message": "\"We've decided to move forward with other candidates\"", "tone": "Templated, final, no route to reply", "thinking": "\"At least I know now — but did a person ever actually look at this?\"", "painPoint": [ "No feedback on why she didn't match; no way to tell if it was a genuine misfit or a parsing miss", "No disclosure that an algorithm made the decision" ], "opportunity": "Fast, honest rejections (with a hint of why) turn the black hole into prompt closure and preserve goodwill", "priority": "should-fix", "exitPoint": "true" }, "meta": {}, "index": 8, "milestone": "the-wait", "coverage": { "A": { "count": 4, "fields": [ "emotion", "emotionValence", "emotionIntensity", "thinking" ] }, "B": { "count": 1, "fields": [ "channel" ] }, "C": { "count": 1, "fields": [ "duration" ] }, "F": { "count": 1, "fields": [ "notification" ] }, "L": { "count": 2, "fields": [ "message", "tone" ] }, "I": { "count": 4, "fields": [ "painPoint", "opportunity", "priority" ] }, "K": { "count": 1, "fields": [ "exitPoint" ] } } }, { "id": "wait-in-silence", "fields": { "persona": [ "Maya", "Recruiter", "Hiring Manager", "ATS" ], "description": "Having passed the AI screen, Maya's application reaches the recruiter queue — and days then weeks pass with no update. The black hole is unchanged for everyone who clears the AI gate", "emotion": "Hope curdling into anxiety, then resignation", "emotionValence": "-2", "emotionIntensity": "high", "waitTime": "Days to several weeks, often indefinite", "duration": "The longest step in the journey by two orders of magnitude", "pacing": "stalled", "thinking": "\"Did anyone even look at it? Did I do something wrong? Should I follow up or will that annoy them?\"", "systems": [ "ATS" ], "backstageAction": "Application sits in a queue; internal status changes are recorded but never surfaced to Maya", "backstageStaff": "Recruiter screens or filters; many applications never get human eyes", "handoff": "Recruiter → Hiring Manager for shortlist review — the transfer where the queue actually stalls", "bottleneck": "Hiring Manager review capacity; a shortlist can sit for weeks behind higher-priority work", "lineOfVisibility": "Status changes exist inside the ATS and are deliberately not exposed to the candidate", "orchestration": "None — nothing connects internal ATS status to candidate communication", "painPoint": [ "No acknowledgment that a human ever reviewed it", "No status, no timeline, no closure" ], "momentOfTruth": "This silence is the make-or-break of the whole experience", "failureMode": "Company never sends any further communication at all", "failureProbability": "high", "failureImpact": "high", "opportunity": "Surface the real internal state, even coarsely — \"in recruiter review, typically ~2 weeks\"", "priority": "must-fix", "next": "→ check-status-or-follow-up" }, "meta": {}, "index": 9, "milestone": "the-wait", "coverage": { "A": { "count": 4, "fields": [ "emotion", "emotionValence", "emotionIntensity", "thinking" ] }, "C": { "count": 3, "fields": [ "waitTime", "duration", "pacing" ] }, "F": { "count": 1, "fields": [ "systems" ] }, "E": { "count": 1, "fields": [ "backstageAction" ] }, "D": { "count": 2, "fields": [ "backstageStaff", "handoff" ] }, "J": { "count": 4, "fields": [ "bottleneck", "failureMode", "failureProbability", "failureImpact" ] }, "G": { "count": 2, "fields": [ "lineOfVisibility", "orchestration" ] }, "I": { "count": 5, "fields": [ "painPoint", "momentOfTruth", "opportunity", "priority" ] }, "K": { "count": 1, "fields": [ "next" ] } } }, { "id": "check-status-or-follow-up", "fields": { "persona": [ "Maya" ], "description": "Logs back into the portal or musters the nerve to follow up", "emotion": "Powerlessness, frustration", "emotionValence": "-2", "emotionIntensity": "medium", "channel": "Portal, then email, then LinkedIn", "duration": "~10 min per attempt", "frequency": "Every few days at first, tapering off as hope fades", "effort": "High emotional cost for near-zero information gain", "doing": "Checks portal status (often just \"Submitted\" or \"Under review\" indefinitely)", "workaround": "Emails a recruiter or messages an employee on LinkedIn to get a signal", "painPoint": "Portal status is stale or meaningless; no way to get a real answer", "failureMode": "Follow-ups go unanswered too", "failureProbability": "high", "failureImpact": "medium", "opportunity": "A status that actually means something removes the need for the workaround entirely", "priority": "should-fix", "next": "→ hear-back" }, "meta": {}, "index": 10, "milestone": "the-wait", "coverage": { "A": { "count": 4, "fields": [ "emotion", "emotionValence", "emotionIntensity", "effort" ] }, "B": { "count": 1, "fields": [ "channel" ] }, "C": { "count": 2, "fields": [ "duration", "frequency" ] }, "E": { "count": 2, "fields": [ "doing", "workaround" ] }, "I": { "count": 3, "fields": [ "painPoint", "opportunity", "priority" ] }, "J": { "count": 3, "fields": [ "failureMode", "failureProbability", "failureImpact" ] }, "K": { "count": 1, "fields": [ "next" ] } } } ] }, { "id": "resolution", "fields": { "title": "Resolution", "description": "How (and whether) the journey actually ends" }, "steps": [ { "id": "hear-back", "fields": { "persona": [ "Maya", "Recruiter", "ATS" ], "description": "Eventually receives an outcome — or never does", "emotion": "Depends entirely on what arrives, if anything", "emotionValence": "0", "emotionIntensity": "high", "channel": "Email (rejection or advance), or silence", "waitTime": "Weeks; for many applicants the branch never resolves at all", "branchCondition": "Rejection vs. advance to interview vs. permanent silence (ghosting)", "next": [ "rejection → outcome-rejection", "advance → outcome-advance", "no response ever → outcome-ghosted" ] }, "meta": {}, "index": 11, "milestone": "resolution", "coverage": { "A": { "count": 3, "fields": [ "emotion", "emotionValence", "emotionIntensity" ] }, "B": { "count": 1, "fields": [ "channel" ] }, "C": { "count": 1, "fields": [ "waitTime" ] }, "K": { "count": 4, "fields": [ "branchCondition", "next" ] } } }, { "id": "outcome-rejection", "fields": { "persona": [ "Maya", "ATS" ], "description": "Receives a rejection — best case a clear one, worst case a cold template", "emotion": "Disappointment, but closure is its own relief", "emotionValence": "-1", "emotionIntensity": "medium", "channel": "Email", "notification": "Automated rejection (\"we've decided to move forward with other candidates\")", "duration": "Weeks after applying, sometimes months", "tone": "Form letter, weeks after the fact", "painPoint": "Form-letter rejection with no feedback after weeks of waiting", "opportunity": "A timely, human, even slightly personalized rejection preserves goodwill", "priority": "should-fix", "exitPoint": "true" }, "meta": {}, "index": 12, "milestone": "resolution", "coverage": { "A": { "count": 3, "fields": [ "emotion", "emotionValence", "emotionIntensity" ] }, "B": { "count": 1, "fields": [ "channel" ] }, "F": { "count": 1, "fields": [ "notification" ] }, "C": { "count": 1, "fields": [ "duration" ] }, "L": { "count": 1, "fields": [ "tone" ] }, "I": { "count": 3, "fields": [ "painPoint", "opportunity", "priority" ] }, "K": { "count": 1, "fields": [ "exitPoint" ] } } }, { "id": "outcome-ghosted", "fields": { "persona": [ "Maya" ], "description": "Never hears anything — the application simply dissolves into silence", "emotion": "Resentment, lasting damage to how she sees the company brand", "emotionValence": "-2", "emotionIntensity": "high", "waitTime": "Indefinite — the journey has no terminating event", "painPoint": "No closure ever; she's left to assume rejection", "momentOfTruth": "Ghosting is the single most corrosive outcome for employer brand", "failureMode": "The journey ends by exhaustion rather than by any decision being communicated", "failureProbability": "high", "failureImpact": "high", "opportunity": "An automatic \"the role is closed\" sweep costs nothing and eliminates this ending entirely", "priority": "must-fix", "exitPoint": "true" }, "meta": {}, "index": 13, "milestone": "resolution", "coverage": { "A": { "count": 3, "fields": [ "emotion", "emotionValence", "emotionIntensity" ] }, "C": { "count": 1, "fields": [ "waitTime" ] }, "I": { "count": 4, "fields": [ "painPoint", "momentOfTruth", "opportunity", "priority" ] }, "J": { "count": 3, "fields": [ "failureMode", "failureProbability", "failureImpact" ] }, "K": { "count": 1, "fields": [ "exitPoint" ] } } }, { "id": "outcome-advance", "fields": { "persona": [ "Maya", "Recruiter" ], "description": "Gets invited to a screen or interview — the journey continues into the hiring process", "emotion": "Elation, validation", "emotionValence": "2", "emotionIntensity": "high", "channel": "Email / recruiter call", "duration": "Days to weeks after submission", "next": "→ (interview journey — separate map)", "exitPoint": "true" }, "meta": {}, "index": 14, "milestone": "resolution", "coverage": { "A": { "count": 3, "fields": [ "emotion", "emotionValence", "emotionIntensity" ] }, "B": { "count": 1, "fields": [ "channel" ] }, "C": { "count": 1, "fields": [ "duration" ] }, "K": { "count": 2, "fields": [ "next", "exitPoint" ] } } } ] } ], "journey": "Applying for a job through an online application portal", "created": "2026-06-02", "lastModified": "2026-08-18", "structure": "Journey > Milestone > Step", "stepCount": 15, "categories": [ { "letter": "A", "name": "Emotional / Cognitive" }, { "letter": "B", "name": "Physical / Spatial / Channel" }, { "letter": "C", "name": "Temporal" }, { "letter": "D", "name": "People / Actors" }, { "letter": "E", "name": "Actions / Behaviors" }, { "letter": "F", "name": "Systems / Technology" }, { "letter": "G", "name": "Service Design Layers" }, { "letter": "H", "name": "Business / Metrics" }, { "letter": "I", "name": "Design / Opportunities" }, { "letter": "J", "name": "Failure / Risk" }, { "letter": "K", "name": "Path / Flow" }, { "letter": "L", "name": "Communication / Content" }, { "letter": "M", "name": "Accessibility / Inclusion" } ], "fieldCategory": { "emotion": "A", "emotionValence": "A", "emotionIntensity": "A", "thinking": "A", "cognitiveLoad": "A", "motivation": "A", "anxiety": "A", "expectation": "A", "trust": "A", "effort": "A", "confidence": "A", "informationNeed": "A", "channel": "B", "touchpoint": "B", "device": "B", "place": "B", "environment": "B", "physicalEvidence": "B", "channelTransition": "B", "duration": "C", "waitTime": "C", "frequency": "C", "trigger": "C", "deadline": "C", "pacing": "C", "coActors": "D", "frontlineStaff": "D", "backstageStaff": "D", "responsibleTeam": "D", "thirdParty": "D", "handoff": "D", "doing": "E", "frontstageAction": "E", "backstageAction": "E", "supportProcess": "E", "inputRequired": "E", "outputProduced": "E", "workaround": "E", "decision": "E", "systems": "F", "tools": "F", "technology": "F", "dataFlow": "F", "automation": "F", "dependencies": "F", "notification": "F", "policy": "F", "frontstage": "G", "backstage": "G", "supportProcesses": "G", "lineOfVisibility": "G", "valueExchange": "G", "serviceRecovery": "G", "orchestration": "G", "kpi": "H", "metric": "H", "conversionRate": "H", "cost": "H", "revenueImpact": "H", "dropoffRate": "H", "volumePerPeriod": "H", "owner": "H", "painPoint": "I", "opportunity": "I", "momentOfTruth": "I", "insight": "I", "desiredOutcome": "I", "recommendation": "I", "priority": "I", "failureMode": "J", "failureProbability": "J", "failureImpact": "J", "recoveryPath": "J", "escalation": "J", "fallback": "J", "bottleneck": "J", "risk": "J", "next": "K", "previous": "K", "branchCondition": "K", "parallelPath": "K", "entryPoint": "K", "exitPoint": "K", "optionality": "K", "message": "L", "tone": "L", "contentType": "L", "cta": "L", "accessibilityBarrier": "M", "inclusionConsideration": "M", "literacyRequirement": "M", "economicBarrier": "M", "culturalConsideration": "M" }, "source": "demos/gallery/job-application-portal.md" }