Start with a real situation
Imagine a customer trying to book a service during a busy lunch break. They have a few minutes, an uncertain schedule, and one question: is there a suitable slot? That small situation tells you more about the product than a long list of impressive features. Begin by writing down what happens before, during, and after that task.
Describe the work as it happens
Talk to the person who does the work today. Ask them to walk through a recent example, including interruptions, missing information, and the shortcuts they use. Write down the details in ordinary language. A spreadsheet, a phone call, or a handwritten note might already solve part of the problem well. Keep what works instead of replacing everything at once.
Choose one complete journey
Your first version needs a useful beginning and a clear ending. For a booking tool, that might mean finding a slot, confirming it, and receiving a reference. Loyalty points can wait. So can a complex dashboard. A small journey that works reliably is easier to understand than several half-finished features.
Make the first decision visible
Turn the journey into a short brief: who needs help, what they are trying to do, what gets in the way, and what a successful attempt looks like. Share it with everyone involved. When a new feature is proposed, return to that brief. Does the feature help this person finish the task, or does it simply make the product look bigger?