Customer Journey Map - Maya

The journey structure has good bones, but you're missing the discovery phase. How did Maya find Workbar in the first place? Your touchpoints are too feature-focused - "WiFi, No Noise Area" are amenities, not interaction points. Focus on actual touchpoints like booking interfaces or check-in processes.

The emotional arc jumps too quickly from worried to thrilled. Real customers experience more nuanced emotions like cautious optimism before full satisfaction.

Your opportunities section needs strategic thinking. Instead of generic statements, specify actionable business opportunities like family membership tiers or childcare partnerships.

The framework shows solid UX research thinking, just needs deeper exploration of Maya's decision process and potential friction points that could derail her journey.