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

Ask the user for these if not provided:

• 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)

Output Structure

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Customer Journey Map: [Product / Service]

Persona: [Name — e.g. "Sarah, the overwhelmed HR manager"] Journey scope: [Full end-to-end / Onboarding / Purchase / Renewal] Current or future state: [Current state / Desired future state] Prepared by: [Name / Team] Date: [Date] Based on: [Research sources — interviews, analytics, support data, assumed/hypothetical]

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Persona Summary

Name	[Sarah]
Role	[HR Manager at a 200-person professional services firm]
Goal	[Reduce time spent on manual employee data management]
Frustrations	[Too many tools that don't talk to each other; always chasing approvals]