# Reader Journey Content Map

Identify the questions, evidence, actions, emotions, channels, and content support readers need before, during, and after a consequential decision or task.

## Usage note

Map an evidence-backed journey for one meaningful task or decision, not a fictional funnel that assumes every reader follows the same stages. Include exits, loops, offline steps, non-purchase outcomes, and support handoffs. Protect research data and avoid using emotional states as a license for manipulative messaging.

## How to use this template

1. Define one reader, situation, trigger, desired outcome, and journey boundary from current evidence.
2. Reconstruct actual stages, loops, pauses, exits, and offline interactions without imposing a standard funnel.
3. For each stage, map questions, evidence, vocabulary, channel, action, barrier, handoff, and operational dependency.
4. Audit current support, then choose improve, combine, create, connect, train, or retire actions based on consequence.
5. Assign owners and success signals, validate the proposed journey, and update it after material service or audience change.

## Blank template

### Journey scope

- **Reader group:** [Specific audience]
- **Situation:** [Relevant context]
- **Trigger:** [Event that begins this journey]
- **Desired outcome:** [Decision or completed task]
- **Journey end:** [Observable boundary]
- **Out of scope:** [Adjacent journeys]
- **Evidence used:** [Interview, observation, analytics, support, or service data]
- **Important missing evidence:** [Gap and owner]
- **Map owner:** [Accountable role]

### Stage record

- **Stage name:** [Use reader-centered language]
- **Entry condition:** [How the reader arrives]
- **Question or need:** [What must be understood or done?]
- **Expected evidence:** [Source, proof, example, or reassurance]
- **Current touchpoint:** [Page, email, interface, staff, search, or offline material]
- **Reader action:** [What happens next?]
- **Barrier or uncertainty:** [Observed friction]
- **Vocabulary:** [Words used or misunderstood]
- **Handoff:** [Channel, team, or system transition]
- **Exit or loop:** [Alternative, abandonment, or return path]

### Content and service audit

- **Current content:** [URL, artifact, or None]
- **Coverage:** [Complete / Partial / Missing / Duplicated / Contradictory / Outdated]
- **Accessibility or format issue:** [Describe]
- **Source of truth:** [Owner and system]
- **Operational dependency:** [Data, approval, notification, or staff action]
- **Recommended action:** [Improve / Combine / Create / Connect / Train / Retire]
- **Priority rationale:** [Consequence, evidence, reach, risk, effort]
- [ ] The action supports a real need rather than a channel quota.
- [ ] Non-conversion and support outcomes are represented.
- [ ] The proposed path does not hide material conditions.

### Measurement and maintenance

- **Stage success signal:** [Observable progress]
- **Failure signal:** [Support contact, abandonment, error, or another]
- **Content owner:** [Role]
- **Service owner:** [Role]
- **Change dependency:** [Policy, product, price, schedule, or another]
- **Validation method:** [Task test, interview, data review, or another]
- **Review date or trigger:** [YYYY-MM-DD or event]