Individual skill
customer-journey-map
Build a customer journey map for a product, service, or experience. Use when asked to map a customer journey, create a user journey, document touchpoints and pain points, or design an experience map. Produces a complete journey map with stages, touchpoints, emotions, pain points, and prioritised opportunities.
skills/customer-journey-map/SKILL.md
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SKILL.mdcore · 14,233 bytesreferences/evidence-based-mapping.mddoc · 2,269 bytesreferences/worked-example.mddoc · 12,858 bytestemplates/journey-canvas.mddoc · 973 bytes
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# Customer Journey Map Skill
This skill produces a complete customer journey map covering every stage from awareness through advocacy. Each stage includes touchpoints, customer actions, emotions, pain points, and specific improvement opportunities. Output is ready for use in product discovery, UX design, or cross-functional alignment workshops.
## Required Inputs
Work from what is given. If any of these is missing, still produce the complete output: fill each gap with a reasonable assumption marked *(assumed, confirm)* and list those assumptions at the end. Ask a question first only when the core subject itself is missing (there is nothing to write about).
- **Product or service** being mapped
- **Customer persona** — which customer segment is this map for? (be specific — one persona per map)
- **Journey scope** — full end-to-end (awareness → advocacy), or a specific phase (e.g. onboarding only)?
- **Current state or future state?** — mapping how it works today, or designing how it should work?
- **Data sources** — any research, user interviews, support tickets, NPS comments, analytics available?
- **Goal of the map** — what decision will this inform? (redesign, prioritisation, stakeholder alignment, new feature)
