User journey
The stages a fan goes through, from first seeing XSERIES to waiting for the next edition, with today's touchpoints, the problems, and the role of the digital product.
Journey map
Read each column from left to right. The Problem row shows where fans are lost today. Goals shows what each stage must achieve (Goals), HMW challenges are the design questions to answer so that goal is reached (Challenges & HMW), and Success when is the sign the stage works (KPI).
Stages 1 to 3 are answered in Phase 1 (before the event), stage 4 in Phase 2 (during the event), and stages 5 and 6 in Phase 3 (after the event). See Roadmap.
From stage to challenge
Read each stage as one chain. If a link is empty, that stage has no answer yet.
- Where the fan is, and where they are lost today
- What must be achieved at this stage (Goals)
- "How might we…" so the goal is reached (Challenges & HMW)
- Ideas that pass the workshop go into Features & priorities
- The sign the stage works (KPI)
The map below shows which HMW guards each stage. Every stage has a user-side HMW, including Awareness (Get XSERIES in 10 seconds) and Post-match (Moments easy to share).
| HMW | Awareness | Consideration | Decision | Match day | Post-match | Retention |
|---|---|---|---|---|---|---|
| Get XSERIES in 10 seconds | ||||||
| Recognized across editions | ||||||
| Fans outside Indonesia | ||||||
| Understand the X Card | ||||||
| IG content → seat | ||||||
| Cards readable during live | ||||||
| Present from YouTube | ||||||
| Sponsors in the moment | ||||||
| Withstand spikes | ||||||
| Live fallback | ||||||
| Moments easy to share | ||||||
| Care about teams | ||||||
| Between editions | ||||||
| Proof of audience | ||||||
| Trusted data | ||||||
| Fast updates |
Guards this stage Helps
Match day is the busiest stage (five HMWs), so it carries the most risk if Phase 2 is cut. Decision is guarded by only one HMW, even though it is the main conversion point: if IG content → seat fails, goals Measurable tickets and Buy tickets fail with it.
Key moments
The four moments that matter most, grouped by phase. The label in the corner of each note is the journey stage.
Tip
For a full visualization, this journey can be developed into a service blueprint once the event operations team is involved.
Examples of other products that already solve the problem at each stage, with screenshots, are in Product references.
Research basis
- Fans first hear about XSERIES from IG reels, creator reposts, and media articles: Instagram content audit and Digital touchpoints, from Instagram @xseries___
- Fans look up the rules on Google and in media articles such as Bola.com and Detik: Digital touchpoints, from Bola.com and Detik
- XS-3 tickets come in 4 sections × 3 ticket types: XSERIES-3 tickets, from GOERS
- Full matches are for GOS YouTube members only: Digital touchpoints, from YouTube @gamesofsociety
- There is no archive of results and moments yet. The only structured archive is on Lapangbola: Digital touchpoints, from Lapangbola
- The gap between editions is not fixed (4 months from XS-1 to XS-2, 12 months from XS-2 to XS-3), and XS-4 has not been announced: Format & rules and XS-4 schedule
- Cards can make the score jump. The XS-1 final ended 16–15: Format & rules and Edition timeline, from Lapangbola
- Viewers cannot tell which card is active. This is the documentation team's conclusion and has not been tested: Format & rules
- IG goes quiet until the next announcement: no source yet, needs client confirmation
- The solutions and metrics at each stage are the design team's proposal and have not been validated by the client: Open questions
How this page connects
Pages this one builds on, and other pages that use it.
Builds on 12
- ResearchEdition timeline
- ResearchFormat & rules
- ResearchXSERIES-3 tickets
- ResearchInstagram content audit
- ResearchDigital touchpoints
- ResearchOpen questions
- StrategyGoals: business, user, tech
- StrategyChallenges & HMW
- StrategyProduct references
- StrategyFeatures & priorities
- StrategyKPIs & measurement
- StrategyRoadmap