Mmcp.market

customer-journey-map skill

by phuryn·phuryn/pm-skills·27k stars·MIT

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.

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Install the customer-journey-map skill

A skill is a folder. Copy it into your agent's skills folder and the agent loads it when the task matches its description.

git clone --depth 1 https://github.com/phuryn/pm-skills.git /tmp/pm-skills
mkdir -p ~/.claude/skills
cp -r /tmp/pm-skills/pm-market-research/skills/customer-journey-map ~/.claude/skills/customer-journey-map
available in every project

In the Claude apps, zip the folder and upload it from the Skills settings. The folder on GitHub

The instructions your agent would load

SKILL.md as published, without the frontmatter. Read it on GitHub

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

  1. Define the persona: Who is traveling this journey? Use a specific persona with JTBD, not a generic user.
  1. Map the journey stages (adapt to the product):
  1. 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
  1. 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
  1. Create the journey map table:
  1. 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

  • User Journey Mapping 101
  • Funnel Analysis 101: How to Track and Optimize Your User Journey
  • Market Research: Advanced Techniques
  • User Interviews: The Ultimate Guide to Research Interviews

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