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Customer Journey Map

phuryn/customer-journey-map

Create an end-to-end customer journey map with stages, touchpoints, emotions, pain points, and opportunities. Use when mapping the customer experience, identifying friction points, improving onboarding, or visualizing the user journey.

817 tokens
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the whole folder, loaded on every use
1
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instructions only
0
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how many repositories repackaged it
24819
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on the repository, not the skill itself

Install

one command, takes just this skill from the repository 
npx skills add https://github.com/phuryn/pm-skills --skill customer-journey-map

The instruction itself

4 sections, as written by the author

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

How to use it

Copy the folder

Take phuryn/customer-journey-map from the repository into ~/.claude/skills for personal use, or into .claude/skills inside a project.

Check the name does not clash

The agent identifies a skill by the name field in its header. Two skills with the same name cannot sit side by side — one of them will be ignored.