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Customer Journey Map

Skill Verified Active

Create a customer journey map across stages, touchpoints, actions, emotions, and metrics. Use when diagnosing a broken experience or aligning a team on the full customer flow.

Purpose

To help teams and individuals systematically map customer interactions, identify pain points, and align on improving the overall customer experience.

Features

  • Create comprehensive customer journey maps
  • Visualize customer actions, touchpoints, emotions, and KPIs across stages
  • Align cross-functional teams on the end-to-end customer flow
  • Identify pain points and opportunities for improvement
  • Provide actionable steps and guidance based on established frameworks

Use Cases

  • Diagnosing a broken customer experience
  • Aligning a team on the full customer flow
  • Improving customer retention and loyalty
  • Onboarding new team members to the customer perspective

Non-Goals

  • Creating detailed user flow diagrams
  • Serving as a static one-time exercise
  • Replacing persona definition or product-specific story mapping

Workflow

  1. Prepare Prerequisites
  2. Set Clear Objectives
  3. Choose a Buyer Persona
  4. Map Each Stage (Actions, Touchpoints, Experience, KPIs, Goals, Teams)
  5. Visualize the Map
  6. Analyze and Prioritize
  7. Test and Refine

Practices

  • Workshop Facilitation
  • Customer Experience Design
  • Strategy Development

Prerequisites

  • Key stakeholders (marketing, sales, product, CS)
  • Defined buyer personas
  • Awareness of main customer journey stages (Awareness, Consideration, Decision, Service, Loyalty)
  • Inventory of customer touchpoints

Installation

First, add the marketplace

/plugin marketplace add deanpeters/Product-Manager-Skills
/plugin install customer-journey-map@pm-skills

Quality Score

Verified
99 /100
Analyzed about 15 hours ago

Trust Signals

Last commit16 days ago
Stars4.2k
LicenseCC-BY-NC-SA-4.0
Status
View Source

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