Client: SaaS — empower small shops and street vendors in south east asia with basic accounting and P&L 

Participants: 8 pax (Product, UX, Ops, Engineering, Sales — retainer 1 workshop 4 Quarters)


Duration: 4 hours


Focus: End-to-End User Journey | UX Delivery Chain Clarity | Real-World Execution

1. Success in the Hands of the User
Duration: 30 min
Activity: Build “What success looks like according to our users”



Purpose:

• Identify real impact and the product solves

• Create user-centered north star

2. Map the Real User Journey
Duration: 1 hour
Activity: Build “How do users discover, access, and start using our product?”



Purpose:

• Adoption process step-by step

• Identify assumptions and pitfalls

Activity: Sequence and categorize models
Purpose:

• Combine into a single, ONE shared journey model

3. Surface the Delivery Chain
Duration: 1 hour
Activity: Build “What infrastructure and actors to get this product to users?”



Purpose:

• Revealing onboarding, tech access, field agents, support

• Identify hidden friction in the supply chain

4. Spot the Breakdowns
Duration: 1 hour
Activity: Build vulnerability “Where does our product delivery or user experience fall apart?”



Purpose:

• Call out bottlenecks and breakdowns

• Share frustrations across functions

• Prioritize critical fix areas

5. Actionable Fixes & Commitments
Duration: 20 min
Activity: Build “One thing I can change now to improve UX”



Purpose:

• Generate concrete ideas from each team member

• Combine into a visual roadmap

• Extracting guiding principles

6. Closing with a model to get team commitments
Duration: 10 min

OUTCOMES

• One clear, shared user journey

• Visual map of delivery chain and problem points

• Fast, actionable fixes owned by the team

• Alignment on what matters to the user

• Strengthened product-to-user execution