Journey Skeleton & JTBD Inventory

P5 · Doraville GA · ID 6126 Team 7 · D1

Thin-evidence memo

Alex (Study Visitor) — built mainly from the general daytime-customer interview (C1) and secondary reviews, not from an interview with an actual student. The single most important step for Alex — whether they can keep their table into the evening — has no supporting evidence at all; nobody has asked a daytime customer this directly.
Sam (Counter Barista) — the best-evidenced journey here (interview S1, 15 responses, plus S2 and observation OB01), but it still rests on one staff voice, self-administered by a team member. The coordination claims (cluster CL3: no handoff, seniority-based escalation) need a second, independent staff interview to confirm.
Jordan (Social Visitor) — given a lighter pass this round by team decision, since the daytime customer and staff journeys are the priority for near-term development. Jordan's journey is the thinnest of the three: no evening customer has ever been interviewed, so it rests entirely on one observation session (OB01) and secondary site data. It is the strongest candidate for a real interview before it gets expanded further.
Cross-cutting gap — no persona has any real post-visit data. The only "return" evidence across all three journeys is one loyalty-points mechanism and a single quote about seasonal drinks (C1-CQ12). Nobody has owner/manager-side evidence for any step that touches escalation or scheduling.

cited to a coded evidence ID (A3 repository) inferred — awaiting confirmation

Alex — The Study Visitor

Customer · Daytime · Solo

"I want a comfortable place to study and have coffee."

Scope: from choosing where to work today, through a full afternoon in the room, to the moment the coffee-to-cocktail changeover starts around them.

1 · Deciding & arriving

Step	Job to be done	Need it implies	Evidence
Weighs Common against nearby cafes already known for daytime work	Choose a place with a track record for solo, focused work	Confidence, before arriving, that the spot actually supports quiet focus	SR-Y02
Scans the room and claims a seat before ordering	Secure a workspace before spending anything	Available seating with enough table space for a laptop and a drink	C1-CQ03C1-CQ06SR-J06

2 · Ordering

Step	Job to be done	Need it implies	Evidence
Orders and pays at the counter	Get a drink with minimal back-and-forth	A quick, simple transaction	C1-CQ04
Switches to the self-order kiosk if the counter line is long	Avoid losing time — and the claimed seat — standing in line	A visible, sanctioned alternative to the counter during busy stretches	C1-CQ05gap C4 — kiosk exists but is announced nowhere

3 · In the room

Step	Job to be done	Need it implies	Evidence
Asks staff what's inside an unfamiliar drink name	Order confidently without guessing	Clear, quick menu explanations	S1-SQ16S1-SQ03
Listens for a shouted call-out when the drink is ready	Get the drink promptly without missing the call	A notification that doesn't require straining to hear — and doesn't break the quiet Alex came for	S1-SQ22SR-J10gap C5 — no screen or speaker exists
Notices staff quietly prepping the room for the evening changeover	Anticipate whether the space is about to change around them	Some advance signal of the transition, even if not addressed to them directly	S1-SQ11OB01-E2

4 · Deciding to stay or leave

Step	Job to be done	Need it implies	Evidence
Wonders whether they can keep the table into the evening	Know whether to plan on staying or need to wrap up	A stated house rule for the daytime-to-evening transition, instead of finding out by asking	inferred drawn from Alex's stated help need; no direct evidence this question gets asked
Earns loyalty points on the way out	Get some recognition for being a repeat customer	A reason to keep choosing Common over competitors next time	SR-O04C1-CQ12

Sam — The Counter Barista

Staff · Daytime + weekend crossover · 4 months tenure

"There are no screens or speakers. We shout, and hope they hear."

Scope: from training and opening the bar, through a full shift, into the evening changeover Sam personally triggers, to clocking out with no handoff.

1 · Before the shift

Step	Job to be done	Need it implies	Evidence
Completes training — 5 days plus a quiz on ingredients and service	Become capable of running the counter independently	Training thorough enough to cover real customer questions	S1-SQ03
Opens the bar — machines, ice, matcha/hojicha prep, outside area	Get the space ready before the first customer arrives	Prep time and staffing that actually scale with the day (more needed Fri–Sun)	S1-SQ04S1-SQ05

2 · Running the counter

Step	Job to be done	Need it implies	Evidence
Checks verbally with a colleague before acting on an order	Avoid missing a drink or a special request	A way to track what's in progress that doesn't rely purely on memory	S1-SQ07gap C6 — no coordination system
Escalates a question to whichever colleague has worked there longest, then to the owner if needed	Resolve what's outside personal authority	A defined escalation path, not just seniority by default	S1-SQ20S2-SQ20
Explains what's inside an unfamiliar drink when asked	Help the customer order with confidence	Product knowledge that's actually usable in the moment	S1-SQ16
Shouts a customer's order across the room when it's ready	Get the drink to the right person	A screen or speaker instead of relying on voice and volume	S1-SQ22S1-SQ23gap C5 — staff's own proposed fix
Clears and resets tables so new arrivals can sit	Keep the room turning over during busy stretches	Enough hands to bus tables during peaks, not just serve the counter	OB01-E2

3 · Triggering the evening changeover

Step	Job to be done	Need it implies	Evidence
Places the small table lights that mark the start of cocktail service	Physically trigger the coffee-to-cocktail changeover	A stated changeover time — none currently exists anywhere in the system	S1-SQ08gap C1 — no channel names a time
Moves alcohol and cocktail supplies to the staging table before service	Have cocktail ingredients ready before the first evening order	Enough lead time in the schedule to prep without falling behind on coffee service	S1-SQ08

4 · End of shift

Step	Job to be done	Need it implies	Evidence
Clocks out on the tablet	Log hours worked accurately	A working timekeeping system — the one digital system that exists	S1-SQ04
Leaves without a formal handoff to the next shift	Pass on anything unresolved so it isn't dropped	Any handoff mechanism at all — currently there isn't one	S1-SQ09"Not really." — gap C6
Gets paid: $10/hr training, $12/hr after, tied to the 5-day track	Be compensated fairly for the training already completed	Pay progression that matches skill actually gained on the job	S1-SQ03

Jordan — The Social Visitor

Customer · Evening · Group — condensed pass

"I want a place where my friends and I can sit together and enjoy drinks."

De-prioritized for this round by team decision — Alex and Sam are the near-term focus. Kept at phase level rather than full step-level detail; the full path (exchanges e08, e16, e21, e38 in the ecosystem map) is still available to expand later.

Phase	Representative step	Job to be done / need	Evidence
Deciding	Checks the cocktail menu before choosing where to bring the group	Confirm the group can get what it wants before committing to a place	SR-A03gap C3 — menu exists on one third-party site only
Arriving & ordering	Asks staff to move tables together, then asks whether coffee is still available while paying	Seat the whole group together and know what's actually on offer	OB01-E4OB01-E3gap C1
In the room	Learns the service has changed only when a staff member explains the table lights, if asked	Know the offering changed without having to ask	S1-SQ08SR-W01gap C1 — no channel states a changeover time