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Runs a customer journey mapping workshop with adaptive questions to map stages, actions, emotions, pain points, and opportunities for a persona and scenario.
npx claudepluginhub deanpeters/product-manager-skills --plugin workshop-facilitationHow this skill is triggered β by the user, by Claude, or both
Slash command
/product-manager-skills:customer-journey-mapping-workshopThe summary Claude sees in its skill listing β used to decide when to auto-load this skill
Guide product managers through creating a customer journey map by asking adaptive questions about the actor (persona), scenario/goal, journey phases, actions/emotions, and opportunities for improvement. Use this to visualize the end-to-end customer experience, identify pain points, and create a shared mental model across teamsβavoiding surface-level feature lists and ensuring discovery work foc...
Creates user journey maps with personas, phases, touchpoints, emotions, pain points, and opportunities for UX analysis and improvement.
Creates end-to-end customer journey maps with stages, touchpoints, emotions, pain points, and opportunities. Use for mapping customer experience, identifying friction points, or improving onboarding.
Use this skill when the user asks to "create a journey map", "user journey map", "map the user experience", "map the customer journey", "end-to-end user flow", "what does the user experience look like", "map the onboarding journey", or wants to visualize the full sequence of steps a user goes through to accomplish a goal β including touchpoints, emotions, and friction points.
Share bugs, ideas, or general feedback.
Guide product managers through creating a customer journey map by asking adaptive questions about the actor (persona), scenario/goal, journey phases, actions/emotions, and opportunities for improvement. Use this to visualize the end-to-end customer experience, identify pain points, and create a shared mental model across teamsβavoiding surface-level feature lists and ensuring discovery work focuses on real customer problems, not assumed solutions.
This is not a feature roadmapβit's a discovery and alignment tool that uncovers where the experience breaks down and where improvements will have the greatest impact.
A journey map (NNGroup) visualizes "the process that a person goes through in order to accomplish a goal." It compiles user actions into a timeline, enriched with thoughts and emotions to create a narrative, then condenses and polishes into a visual artifact.
Actor: [Persona Name]
Scenario: [Goal/Context]
Phase 1: Discover β Phase 2: Try β Phase 3: Buy β Phase 4: Use β Phase 5: Support
β β β β β
Actions: Actions: Actions: Actions: Actions:
Thoughts: Thoughts: Thoughts: Thoughts: Thoughts:
Emotions: πππ Emotions: Emotions: Emotions: Emotions:
β β β β β
Opportunities: Opportunities: Opportunities: Opportunities: Opportunities:
Use workshop-facilitation as the default interaction protocol for this skill.
It defines:
Other (specify) when useful)This file defines the domain-specific assessment content. If there is a conflict, follow this file's domain logic.
This interactive skill asks up to 5 adaptive questions, offering 3-4 enumerated options at each step.
Interaction pattern: Pair with skills/workshop-facilitation/SKILL.md when you want a one-step-at-a-time flow with numbered recommendations at decision points and quick-select options for regular questions. If the user asks for a single-shot output, skip the multi-turn facilitation.
Agent suggests:
Before we create your journey map, let's gather context:
Customer Research:
Product Context:
You can paste this content directly, or describe the customer experience briefly.
Agent asks: "Who is the actor for this journey map? (Which persona or user segment?)"
Offer 4 enumerated options:
Or describe your specific persona.
Adaptation: Use personas from context (proto-personas, JTBD research, etc.)
User response: [Selection or custom]
Agent asks: "What's the scenario and goal for this journey? (What is the actor trying to accomplish?)"
Offer 4 enumerated options:
Or describe your specific scenario.
User response: [Selection or custom]
Agent extracts:
Agent says: "Let's break the journey into high-level phases (typically 4-6 phases from start to end)."
Agent generates 4-6 journey phases based on scenario (Q2).
Example (if Scenario = "First-time use"):
Journey Phases (left to right):
1. Discover β User learns about product
2. Evaluate β User researches, compares alternatives
3. Try β User signs up, starts onboarding
4. Activate β User reaches "aha moment," experiences value
5. Use β User integrates product into workflow
6. Expand β User considers upgrading or inviting team
Agent asks: "Do these phases capture the full journey? Should we add, remove, or rename phases?"
User response: [Approve or modify]
Agent says: "Now let's map what the actor does, thinks, and feels in each phase."
Agent generates 3-5 actions, thoughts, and emotions per phase based on context (Step 0) and scenario (Q2).
Example (for Phase 3: "Try β User signs up, starts onboarding"):
Phase 3: Try (Onboarding)
Actions:
- Signs up with email
- Receives welcome email
- Logs in for the first time
- Sees empty dashboard
- Searches for "getting started" guide
Thoughts:
- "This looks promising, but I'm not sure where to start"
- "Do I need to watch a tutorial video?"
- "What's the first step?"
Emotions:
- Curious but uncertain π€
- Slightly frustrated (no clear next step) π
- Hopeful it will get easier π
Pain Points:
- No onboarding checklist or guided tour
- Empty state doesn't suggest next action
- Too many options in navigation (overwhelming)
Agent repeats for all journey phases, showing full map.
Agent asks: "Does this capture the customer experience accurately? Should we adjust actions, thoughts, or emotions?"
User response: [Approve or modify]
Agent says: "Based on the journey map, let's identify opportunities for improvementβranked by impact."
Agent generates 5-7 opportunities (pain points with highest emotional intensity or drop-off rates).
Example:
# Opportunities (Ranked by Impact)
## 1. Onboarding lacks guided first steps (Phase 3: Try)
**Pain Point:** Users see empty dashboard, don't know what to do first
**Evidence:** 60% of signups don't complete first action within 24 hours
**Opportunity:** Add interactive onboarding checklist ("Create your first project," "Invite a teammate")
**Impact:** HIGH β Directly affects activation rate
---
## 2. Pricing page is confusing (Phase 2: Evaluate)
**Pain Point:** Users don't understand which plan fits their needs
**Evidence:** High bounce rate on pricing page (70% leave without signing up)
**Opportunity:** Add plan comparison tool or "Which plan is right for me?" quiz
**Impact:** HIGH β Directly affects trial conversion
---
## 3. Support is hard to find (Phase 5: Use)
**Pain Point:** Users encounter issues, struggle to find help
**Evidence:** Support tickets often say "I couldn't find an answer in docs"
**Opportunity:** Add in-app help widget, contextual tooltips
**Impact:** MEDIUM β Affects retention, but fewer users hit this phase
---
## 4. Email confirmations lack context (Phase 1: Discover)
**Pain Point:** Marketing emails don't explain value clearly
**Evidence:** Low click-through rate on email campaigns (5% vs. industry avg 15%)
**Opportunity:** Rewrite emails with customer language, clear CTAs
**Impact:** MEDIUM β Affects top-of-funnel awareness
---
## 5. Upgrade prompts feel pushy (Phase 6: Expand)
**Pain Point:** Users perceive upgrade prompts as sales-y, not helpful
**Evidence:** Negative sentiment in NPS comments ("too many upgrade popups")
**Opportunity:** Show upgrade value contextually (when user hits free plan limit)
**Impact:** LOW β Affects smaller user subset
Agent asks: "Do these opportunities align with your priorities? Which should we focus on first?"
User response: [Selection or custom]
After completing the flow, the agent outputs:
# Customer Journey Map: [Scenario from Q2]
**Actor:** [Persona from Q1]
**Scenario:** [Context from Q2]
**Goal:** [What actor is trying to accomplish]
**Date:** [Today's date]
---
## Journey Phases
[Phase 1] β [Phase 2] β [Phase 3] β [Phase 4] β [Phase 5] β [Phase 6]
---
## Full Journey Map
### Phase 1: [Name]
**Actions:**
- [Action 1]
- [Action 2]
- [Action 3]
**Thoughts:**
- "[Quote 1]"
- "[Quote 2]"
**Emotions:**
- [Emotion 1] π
- [Emotion 2] π
**Pain Points:**
- [Pain point 1]
- [Pain point 2]
---
### Phase 2: [Name]
[...repeat structure for all phases...]
---
## Opportunities (Prioritized)
### Opportunity 1: [Name] (HIGH IMPACT)
**Phase:** [Journey phase]
**Pain Point:** [Description]
**Evidence:** [Data/research]
**Proposed Solution:** [How to address]
**Impact:** HIGH β [Rationale]
---
### Opportunity 2: [Name] (HIGH IMPACT)
**Phase:** [Journey phase]
**Pain Point:** [Description]
**Evidence:** [Data/research]
**Proposed Solution:** [How to address]
**Impact:** HIGH β [Rationale]
---
[...continue for all opportunities...]
---
## Next Steps
1. **Validate opportunities:** Use `discovery-interview-prep.md` to test hypotheses with customers
2. **Prioritize fixes:** Use `prioritization-advisor.md` to choose which opportunities to tackle first
3. **Create problem statements:** Use `problem-statement.md` to frame top opportunities
4. **Build experiments:** Use `opportunity-solution-tree.md` to design solutions and POCs
---
**Ready to start addressing opportunities? Let me know if you'd like to refine the map or dive into a specific pain point.**
Q1 Response: "Primary persona β Small business owner"
Q2 Response: "First-time use β New user onboarding, from discovery to activation"
Q3 - Phases Generated:
Discover β Evaluate β Try β Activate β Use β Expand
Q4 - Phase 3 (Try) Mapped:
Actions:
- Signs up via Google SSO
- Receives welcome email
- Logs in, sees empty dashboard
- Clicks "Help" button, watches 5-min tutorial
- Attempts to create first project, gets stuck on form
Thoughts:
- "This looks easy enough"
- "Wait, what's a 'workspace' vs. 'project'?"
- "Do I need to fill out all these fields?"
Emotions:
- Excited initially π
- Confused by terminology π
- Frustrated by unclear form π
Pain Points:
- No guided onboarding checklist
- Terminology not explained (workspace vs. project)
- Form has too many required fields upfront
Q5 - Opportunities Identified:
Why this works:
Phase: "Use Product"
Actions:
Thoughts:
Emotions:
Why this fails:
Fix:
Symptom: Journey phases = "Lead generated β Qualified β Demo scheduled β Deal closed"
Consequence: Focuses on sales process, not customer perspective
Fix: Map from customer POV: "Discovers problem β Researches solutions β Tries product β Adopts"
Symptom: Journey map lists actions only, no thoughts/emotions
Consequence: Misses the pointβcan't identify where experience breaks down
Fix: Add customer quotes, emotional states (frustrated, delighted, confused)
Symptom: Trying to map "all users" in a single journey
Consequence: Loses focus, becomes generic
Fix: One map per persona. If multiple personas, create separate maps.
Symptom: List 20 opportunities with no ranking
Consequence: Team paralyzed, doesn't know where to start
Fix: Rank by impact (HIGH/MEDIUM/LOW) based on evidence and emotional intensity
Symptom: PM creates journey map alone, doesn't involve team
Consequence: No shared mental model, map doesn't drive decisions
Fix: Facilitate workshop with cross-functional team (PM, design, engineering, support)
customer-journey-map.md β Component skill with journey map templateproto-persona.md β Defines actor for journey mappingproblem-statement.md β Converts opportunities into problem statementsdiscovery-interview-prep.md β Gathers research input for mappingopportunity-solution-tree.md β Designs solutions for journey opportunitiesSkill type: Interactive
Suggested filename: customer-journey-mapping-workshop.md
Suggested placement: /skills/interactive/
Dependencies: Uses customer-journey-map.md, proto-persona.md, problem-statement.md, jobs-to-be-done.md