Heap's new chart type, Journeys, is designed to address the universal truths faced by product managers, such as the unpredictable behavior of users, by offering a tool to map out customer behavior effectively. Journeys allow product teams to better understand and respond to surprising user patterns without the time-consuming processes of user interviews or extensive data tagging. By capturing and organizing customer interactions automatically, Journeys provide insights into what users actually do rather than what was initially anticipated. For instance, if users engage more with content than social features in a photo management app, Journeys helps identify these behaviors and guide strategic decisions to enhance user engagement and product value. This tool encourages a balance between testing and live deployment, allowing product managers to swiftly adapt to user needs and stay competitive by transforming unexpected user actions into strategic opportunities.