Map a customer journey across stages — awareness to loyalty — documenting actions, touchpoints, emotions, KPIs, business goals, and owning teams to diagnose pain points and align cross-functional teams.
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name: Customer Journey Map
description: Create a comprehensive customer journey map across stages, touchpoints, actions, emotions, KPIs, business goals, and teams. Use when diagnosing a broken experience, aligning cross-functional teams on the end-to-end flow, or prioritizing improvements by stage.
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Build a strategic customer journey map (adapted from NNGroup and Carnegie Mellon PM curricula) that pairs customer empathy with business metrics — not a user-flow diagram or service blueprint.
## Workflow
1. Lay out the horizontal stages: Awareness, Consideration, Decision, Service, Loyalty.
2. For each stage, document the vertical layers: Customer Actions, Touchpoints, Customer Experience (emotions/thoughts), KPIs, Business Goals, and Teams Involved.
3. Center customer emotion at each stage, then tie it to measurable KPIs so the map drives prioritization.
4. Surface pain points and opportunities where experience dips or ownership is unclear, and map which teams affect which stages.
5. Use the result to align marketing, sales, product, and support, and to onboard people to the customer perspective.
Not a static artifact — revisit it as customer behavior changes.
Full skill & source: https://github.com/deanpeters/Product-Manager-Skills/tree/main/skills/customer-journey-mapSign in to rate and review this skill.
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