Method

1. Lock the journey definition

Before looking at charts, we write down what counts as a completed signup, an activated account, and a conversion for your product. Marketing and product often disagree; naming the disagreement early prevents weeks of talking past each other.

2. Gather the evidence you already have

Funnel steps, support tickets mentioning registration, sales notes about lost trials, and any recordings your team already stores. We do not require a new instrumentation project to start—though a Funnel Health Check may follow if definitions are unreliable.

3. Walk the path with real people

Participants attempt the journey while thinking aloud. We watch for hesitation, workarounds, and moments when copy or verification steps erase confidence. Sessions run in Korean, English, or both when your audience spans those contexts.

4. Draw one map

Findings become a single annotated journey—not five competing decks. Friction is ranked by how often it appears and how costly it is when it does.

5. Hand off work your team can schedule

Recommendations include suggested owners, rough effort, and what to measure after each change. We stop short of building the fix; your designers and engineers keep authorship of the product.