Think back to a recent experience that left you frustrated—maybe a delayed flight, a buggy app update, or a medical appointment that felt like a maze. Chances are you didn’t feel just one isolated annoyance; you felt a chain of small letdowns that piled up. That chain is a journey, and seeing it clearly is the first step to fixing it. This chapter gives you the tools to map that chain, spot the hidden pain points, and turn them into innovation gold.