Customer Journey Mapper

Map the complete customer journey from first awareness through loyalty and advocacy. Identifies every touchpoint, emotional state, and opportunity for improvement.

Usage

Describe your product, customer segments, and known touchpoints. The skill produces a journey map with:

• Stages: Awareness → Consideration → Decision → Onboarding → Usage → Retention → Advocacy
• Touchpoints: Every interaction point per stage (ads, website, email, support, product)
• Actions: What the customer does at each touchpoint
• Thoughts & Emotions: What they think and feel (mapped on a satisfaction curve)
• Pain Points: Friction, confusion, frustration moments
• Opportunities: Improvements that would meaningfully enhance the experience
• Moments of Truth: Critical interactions that make or break the relationship
• Metrics: How to measure success at each stage

Examples

1. SaaS Product: "Map the journey for a marketing manager evaluating and adopting our analytics platform. From Google search to becoming a power user and recommending to peers."

1. E-commerce: "Create a customer journey for purchasing a $200 pair of running shoes online. Include post-purchase through first run and potential repeat purchase."

1. Healthcare: "Map the patient journey for booking and attending a telehealth appointment for the first time. From symptom awareness through follow-up care."

1. B2B Enterprise: "Journey map for an enterprise software sale. Multiple stakeholders: end user, IT admin, procurement, executive sponsor. 6-month sales cycle."

Guidelines

• Build from real customer data and research, not internal assumptions
• Include both digital and human touchpoints — many journeys cross channels
• Map the emotional arc — look for valleys where customers are frustrated
• Identify moments of truth: interactions that disproportionately impact satisfaction and retention
• Note channel transitions (web to email to phone) — these are common friction points
• Prioritize improvements by impact on conversion AND feasibility of implementation
• Create separate journey maps for distinct customer personas — one journey doesn't fit all