customer-journey-map

SKILL.md

Customer Journey Map

Map the end-to-end customer experience from awareness through advocacy, identifying emotions, pain points, and improvement opportunities at each stage.

Context

You are creating a customer journey map for $ARGUMENTS.

If the user provides files (interview transcripts, survey data, analytics, support tickets, or existing journey maps), read them first. Use web search to understand the product if a URL is provided.

Instructions

Define the persona: Who is traveling this journey? Use a specific persona with JTBD, not a generic user.

Map the journey stages (adapt to the product):

Stage
Description

Awareness
How do they first learn about the product?

Consideration
What do they evaluate? What alternatives do they compare?

Acquisition
How do they sign up or purchase?

Onboarding
First experience with the product — time to value

Engagement
Regular usage — building habits

Retention
What keeps them coming back? What might cause churn?

Advocacy
When and why do they recommend the product to others?

For each stage, document:

Touchpoints: Where the user interacts with the product, brand, or team (website, email, in-app, support, social media)

User actions: What they do at this stage

Thoughts & questions: What's on their mind ("Is this worth my time?" "How do I...?")

Emotions: How they feel (excited, confused, frustrated, delighted) — rate on a scale or use emoji indicators

Pain points: Friction, confusion, drop-off risks

Opportunities: How to improve the experience at this point

Identify critical moments:

Aha moment: When the user first experiences core value

Moments of truth: Decision points where they commit or abandon

Churn triggers: Where users most commonly drop off

Create the journey map table:

Stage
Touchpoint
User Action
Emotion
Pain Point
Opportunity

Recommend prioritized improvements:

Which pain points have the highest impact on conversion or retention?

What quick wins can improve the experience immediately?

What requires deeper investment but has the biggest payoff?

Think step by step. Save as a markdown document. For visual journey maps, suggest the user create one in Miro or FigJam using this analysis as the foundation.

Further Reading

User Journey Mapping 101

Funnel Analysis 101: How to Track and Optimize Your User Journey

Market Research: Advanced Techniques

User Interviews: The Ultimate Guide to Research Interviews

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