customer-journey-map
by deanpetersThe customer-journey-map skill helps you create a structured map across stages, touchpoints, actions, emotions, KPIs, goals, and teams. Use it to diagnose broken experiences, align cross-functional teams, and turn research or support signals into a clear journey for product and UX decisions.
This skill scores 78/100, which means it is a solid directory candidate for users who want a ready-made customer journey mapping workflow. It gives enough structure and examples to reduce guesswork versus a generic prompt, though users should expect a documentation-only skill with no companion scripts or extra reference assets.
- Clear triggerability: the frontmatter states exactly when to use it, including diagnosing broken experiences and aligning teams on the full customer flow.
- Strong operational structure: the template covers stages, actions, touchpoints, emotions, KPIs, business goals, and teams involved, which is directly reusable by agents.
- Good install decision value: body content is substantial, includes scenarios and example mappings, and explicitly distinguishes journey mapping from a user flow diagram.
- No install command or helper scripts/resources, so adoption depends on reading and applying the SKILL.md content directly.
- The repo is template-heavy and example-driven, so it may be less helpful for agents needing advanced decision rules, validation steps, or automation support.
Overview of customer-journey-map skill
The customer-journey-map skill helps you create a structured customer journey map that connects stages, touchpoints, actions, emotions, KPIs, business goals, and teams. It is best for product managers, UX researchers, service designers, and cross-functional leads who need a clearer view of where the experience breaks down and what to improve next.
Use this skill when you need more than a user flow: it is designed to surface the full experience from awareness through loyalty, so teams can align on the real customer journey rather than a single screen or funnel step. The main value of customer-journey-map is that it makes gaps, handoffs, and stage-specific pain points visible in a format that is easier to discuss and act on.
Best fit for UX Research and PM work
The customer-journey-map skill is especially useful for customer-journey-map for UX Research when you already have interview notes, support signals, analytics, or onboarding observations and need to turn them into a working artifact. It also fits product and growth work when the goal is to prioritize improvements by stage instead of by feature list.
What makes it different
This skill emphasizes measurable journey stages, not just qualitative storytelling. It pushes you to connect customer behavior with business goals and the teams involved, which makes it more useful for execution than a generic workshop prompt.
When it is not the right tool
If you only need a task flow, screen map, or conversion funnel, this skill is probably too broad. It is strongest when the problem spans multiple touchpoints and multiple teams.
How to Use customer-journey-map skill
customer-journey-map install
Install the skill with:
npx skills add deanpeters/Product-Manager-Skills --skill customer-journey-map
After install, confirm the skill folder is present at skills/customer-journey-map and read the main instruction file first.
What to read first in the repo
Start with SKILL.md, then inspect template.md and the examples in examples/. The template shows the expected structure, while the examples show how to fill it with real stages, touchpoints, and metrics. If you are deciding whether to reuse the skill as-is or adapt it, those three files give the fastest signal.
How to prompt it well
For customer-journey-map usage, give the model a specific customer, a defined journey boundary, and the business question you want answered. Strong inputs usually include:
- Persona or segment
- Journey start and end points
- Product or service context
- Known pain points or hypotheses
- Relevant metrics, teams, or touchpoints
A weak prompt like “make a customer journey map” leaves too many choices open. A stronger prompt looks like: “Create a customer-journey-map for first-time onboarding in our B2B SaaS product, from signup to first value, using support tickets, activation metrics, and user interview themes. Highlight drop-offs, emotions, and team ownership by stage.”
Practical workflow
A good customer-journey-map guide usually follows this sequence:
- Define the persona and journey scope.
- List stages in order.
- Capture actions, touchpoints, emotions, and KPIs for each stage.
- Add business goals and involved teams.
- Review where the largest friction or ownership gaps appear.
- Turn those gaps into prioritized experiments or research questions.
This workflow matters because the skill works best when the journey is anchored in evidence, not invented from scratch.
customer-journey-map skill FAQ
Is customer-journey-map only for UX Research?
No. It is useful for UX Research, product management, onboarding, customer success, and service design. The UX Research value is strongest when you want to synthesize qualitative insights into a team-ready journey map.
How is it different from a generic prompt?
A generic prompt may produce a nice-looking table, but the customer-journey-map skill gives you a clearer frame: stage-based analysis, touchpoints, emotions, KPIs, business goals, and team ownership. That structure usually leads to more actionable output and less back-and-forth.
Do I need strong source data first?
You will get better results if you have at least some source material, such as interview notes, analytics, support themes, or onboarding observations. The skill can work with a hypothesis-driven draft, but it is most credible when tied to real signals.
When should I skip this skill?
Skip it if your problem is narrowly about one interaction, one page, or one conversion step. It is also not ideal if you need a visual UI wireframe or a process diagram rather than a customer-experience map.
How to Improve customer-journey-map skill
Give sharper inputs than “the journey”
The biggest quality lever is scope. Instead of asking for a broad end-to-end map, specify the persona, channel, and outcome you care about. For example, “trial-to-paid onboarding for self-serve SMB users” is much better than “our customer journey.”
Bring evidence, not just assumptions
The skill improves when you include concrete source material: top support complaints, a few interview quotes, activation metrics, churn reasons, or sales objections. That helps the map reflect reality and prevents generic stage filler.
Check for stage gaps and ownership gaps
After the first draft, look for stages with vague touchpoints, missing emotions, or no clear team owner. Those are usually the parts that need more input or a second pass. In customer-journey-map usage, weak handoffs are often more valuable than polished prose.
Iterate toward decisions
Use the first output to decide what to research, fix, or measure next. If the map is too high level, ask for a narrower persona or a more specific journey boundary. If it is too descriptive, ask it to emphasize pain points, KPIs, and team actions by stage.