Customer Journey Map
Plugin ActiveCreate a customer journey map across stages, touchpoints, actions, emotions, and metrics.
To help product managers and cross-functional teams align on the end-to-end customer experience, identify pain points, and systematically improve customer interactions by creating a visually rich and data-driven customer journey map.
Features
- Creates customer journey maps across defined stages (Awareness, Consideration, Decision, Service, Loyalty).
- Documents customer actions, touchpoints, emotions, KPIs, business goals, and teams involved per stage.
- Provides clear application steps, from prerequisites to analysis and refinement.
- Includes examples and common pitfalls to ensure effective use.
- Offers guidance on objective setting and persona selection.
Use Cases
- Mapping the full customer experience across all touchpoints.
- Aligning cross-functional teams on the end-to-end customer journey.
- Identifying pain points and opportunities by stage with measurable KPIs.
- Understanding customer emotions to inform messaging strategy.
Non-Goals
- Serving as a user story map for detailed product feature breakdown.
- Acting as a service blueprint for internal process mapping.
- Being a static, one-time exercise; requires ongoing updates.
- Creating maps without defined personas or clear business objectives.
License
- warning:License usabilityThe license is CC BY-NC-SA 4.0, which is a Creative Commons license with non-commercial and share-alike restrictions, not a permissive OSS license. It is also mentioned only in the README footer and LICENSE file, not as a manifest SPDX identifier.
Installation
First, add the marketplace
/plugin marketplace add deanpeters/Product-Manager-Skills/plugin install customer-journey-map@pm-skillsQuality Score
Trust Signals
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