I conducted research to identify key points of friction in Terraform Enterprise's setup experience.
As Terraform Enterprise transitioned to a SaaS offering, the demands on the user experience were increased. No longer could we rely on sales and support to guide customers through the setup experience.
I conducted moderated usability tests on the existing application to understand where friction would likely occur, so that we could smooth these over before launch.
The culmination of this research was a report enumerating the issues and their severity. To help persuade stakeholders about the criticality of the problem, however, I designed the journey map (above) to help them empathize with our users' plight.