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User Journeys

A journey doc describes what a real user experiences at a specific decision point — the URLs they see, the buttons they click, the DB rows and emails that result, and the failure modes worth knowing about. Every journey is anchored to an acceptance spec in ../acceptance/ (or explicitly marks itself as acceptance-spec: null when it's a cross-cutting internal flow).

If you're new: pick a product column below, pick the lifecycle phase most relevant to what you're debugging or shipping, and start there.

Template​

Every journey follows the same frontmatter + section order. Canonical scaffold: _template.md. Wave 2 polished examples that are worth reading before you write a new one:

By product​

Voice Agent (7)​

LifecycleFilePersona
Buypastor-buys-voice-agent.mdvoice-intent-pastor
Onboardvoice/pastor-onboards-voice.mdsmall-church-pastor
First usevoice/first-pastoral-call.mdchurch-visitor
Daily usevoice/voice-prayer-request.mdchurch-visitor
Escalationvoice/crisis-call-escalation.mdvisitor-in-crisis
Billing changevoice/voice-upgrade-to-pro.mdscaling-church-pastor
Cancelvoice/voice-cancellation.mdchurned-pastor

Chatbot (6)​

LifecycleFilePersona
Buychat/pastor-buys-chatbot.mdsmall-church-pastor
Onboardchat/pastor-configures-knowledge.mdsmall-church-pastor
Daily usevisitor-uses-chatbot.mdchurch-visitor
Escalationchat/visitor-crisis-to-human-handoff.mdvisitor-in-crisis
Billing changechat/chat-upgrade-path.mdscaling-church-pastor
Cancelchat/chat-cancellation.mdchurned-pastor

Pro Website (5)​

LifecycleFilePersona
Buypro-website/pastor-buys-pro-website.mdfirst-time-claimant
Onboardpro-website/setup-wizard-walkthrough.mdfirst-time-claimant
Daily usepro-website/publish-daily-content.mdsmall-church-pastor
Billing changepro-website/custom-domain-connect.mdsmall-church-pastor
Cancelpro-website/pro-website-cancellation.mdchurned-pastor
⚠️ Deprecated 2026-04-18pastor-claim-pro-website.md(LEGACY — PewSearch flow no longer exists; every URL now redirects)

Pro Website was decoupled from PewSearch on 2026-04-18 — see ../decisions/pro-website-decouple-2026-04-18.md. All new signups flow through churchwiseai.com/pro-website with plan key cwa_pro_website. Every legacy pewsearch.com/pro-website and /claim/[slug]?tier=pro_website URL now 301/302 redirects to the canonical flow. The deprecated journey doc is preserved for historical reference (zero real paying customers used that flow before decouple — 2 legacy demo rows only).

PewSearch (4)​

LifecycleFilePersona
Discoverypewsearch/visitor-searches-directory.mdchurch-seeker
Buy + onboardpewsearch/pastor-claims-listing.mdfirst-time-claimant
Daily usepewsearch/pastor-edits-listing.mdsmall-church-pastor
Cancelpewsearch/premium-listing-cancellation.mdchurned-pastor

IllustrateTheWord (4)​

LifecycleFilePersona
Buyitw/pastor-signs-up-itw-premium.mdsmall-church-pastor
Daily use — searchitw/finds-and-uses-illustration.mdsmall-church-pastor
Daily use — libraryitw/bookmark-and-reuse-illustration.mdsmall-church-pastor
Cancelitw/itw-cancellation.mdchurned-pastor

SermonWise (3)​

LifecycleFilePersona
Buy + onboardsermonwise/pastor-starts-sermon-prep.mdsermon-preparing-pastor
Daily usesermonwise/weekly-sermon-workflow.mdsermon-preparing-pastor
Cancelsermonwise/sermonwise-cancellation.mdchurned-pastor

Cross-cutting — founder admin (3)​

Internal journeys that describe how the founder uses the admin tooling. No external acceptance spec — these are operational, not customer-facing.

LifecycleFilePersona
Daily admin — briefcross-cutting/founder-morning-brief.mdfounder
Daily admin — queuecross-cutting/founder-reviews-submissions.mdfounder
Admin escalation — refundcross-cutting/founder-processes-refund.mdfounder

FuneralWiseAI (3 deferred)​

The 3 FuneralWiseAI journeys (funeral-home-provisioning, first-grieving-family-call, funeral-crisis-escalation) were scoped in Wave 2 but deferred — no acceptance spec exists yet for funeral-home flows. Writing them without verified touchpoint criteria would violate the expected-output methodology.

A scheduled follow-up agent fires on 2026-05-01 to re-check acceptance/ for a funeral*.md spec. If one has landed, the agent ships the 3 journeys as a Wave 2.5 PR. If not, it opens a GitHub issue with options.

Product grounding lives at ../products/funeralwiseai/overview.md.

By lifecycle phase​

Skim across products at the same stage of the customer lifecycle.

HEAR protocol — required reading before writing pastoral journeys​

Four journeys touch pastoral surfaces where HEAR protocol rules are non-negotiable. If you're editing any of these, read the memory files listed below first:

Agents must never counsel, pray, give advice, or quote scripture prescriptively. They bridge to humans and, where crisis signals are detected, deterministically inject 988 / 741741 / 911. Full rules: ../narrative/brand.md and the feedback_no_spiritual_harm, feedback_theology_luck_language, project_care_agent_boundaries, project_caring_bridge_philosophy memories.

History​

  • Wave 2 (2026-04-24) — added 29 journeys across 7 product subdirectories. Commit 17a20d7 (knowledge#53).
  • Wave 1 (2026-04-14) — 3 founding journeys (voice buy, chat visitor, pro-website claim).
  • Wave 2.5 (pending, 2026-05-01) — conditional: ships 3 FuneralWiseAI journeys if the acceptance spec has landed by then.