Customer Journey Map

Maps the full customer experience from awareness through loyalty, documenting actions, touchpoints, emotions, KPIs, and team ownership at each stage. Built on NNGroup's framework, this creates a strategic artifact that combines empathy with metrics rather than just showing user flows. Takes 20-30 minutes and works best when you need cross-functional alignment or want to systematically identify pain points with measurable outcomes. The vertical structure captures six dimensions per stage, which makes it heavier than a user story map but more actionable than vague customer research. One persona per map, or you'll create confusion trying to merge different journeys.

Install to Claude Code

npx -y skills add deanpeters/product-manager-skills --skill customer-journey-map --agent claude-code