Journey Map — Enterprise P1 Incident

title "Enterprise P1 incident — Ledgerline payments API"
subtitle "Retail customer's card payments failing at peak, seen from the customer's head of engineering"
note "Illustrative example: Ledgerline is a fictional vendor; the persona, quotes and figures are invented for demonstration."

persona "Priscilla Nakamura"
  role: Head of engineering at a 900-store retailer
  goal: Restore card payments before the lunchtime peak
  needs: An engineer, not a script | A status page that tells the truth | A credible root cause
  quote: "Every minute down is about £14,000 in lost sales."

phase "Incident"
stage "Detect"
  time: 11:02
  actions: Alerting shows 38% of payments failing | Checks the vendor status page
  touchpoints: Monitoring, Status page
  thoughts: "Status page says all systems operational. It isn't."
  emotion: -1 Alarmed
  pain: Status page lags the incident by 26 minutes
  opportunity: Status updates driven by vendor-side error rates
  owner: Site reliability
  metric: Median status-page lag 26 min

stage "Report"
  time: 11:09
  actions: Raises a P1 ticket | Calls the support line
  touchpoints: Support portal, Phone line
  thoughts: "Why is a P1 asking me to clear my cache?"
  emotion: -2 Furious
  pain: First-line script asks basic troubleshooting questions | P1 calls routed to the general queue
  opportunity: Enterprise P1 tickets page an engineer directly | Skip scripted triage for verified incidents
  owner: Customer support
  metric: Time to engineer engaged 24 min (target 15)

stage "Triage"
  time: 11:33
  actions: Joins the bridge call | Shares failing request IDs
  touchpoints: Bridge call, Shared channel
  thoughts: "At last, people who can see the logs."
  emotion: 0 Focused
  pain: Engineers ask again for request IDs already in the ticket
  opportunity: Ticket fields flow straight into the incident tool
  owner: Incident management
  metric: Time to mitigation plan 19 min

stage "Workaround"
  time: 11:52
  actions: Vendor fails over to the secondary region | Payments recover to 99.2%
  touchpoints: Bridge call, Dashboard
  thoughts: "We made the lunch peak."
  emotion: +1 Relieved
  opportunity: Customer-triggered regional failover
  owner: Platform engineering
  metric: Time to mitigate 50 min

phase "Afterwards"
stage "Resolve"
  time: 14:40
  actions: Receives the all-clear | Reconciles 2,100 failed payments
  touchpoints: Email, Reconciliation report
  thoughts: "Which of these were retried and which were lost?"
  emotion: +1 Steady
  opportunity: Reconciliation report with the retry outcome per payment
  owner: Payments operations
  metric: Payments reconciled the same day 92%

stage "Review"
  time: Day 5
  actions: Reads the post-incident report | Agrees service credits
  touchpoints: Account manager, Post-incident review
  thoughts: "Honest root cause and real actions — I trust them more now."
  emotion: +2 Reassured
  opportunity: Share the action tracker until every item closes
  owner: Customer success
  metric: Post-incident reports within 5 working days 85%