From ux-researcher
Map a customer journey — stages, touchpoints, actions, emotions, pain points, and opportunities. Produces a structured journey map with critical moments and prioritised recommendations. Use for understanding end-to-end user experience or identifying friction across touchpoints.
npx claudepluginhub hpsgd/turtlestack --plugin ux-researcherThis skill is limited to using the following tools:
Map the customer journey for $ARGUMENTS using the mandatory process below.
Guides Next.js Cache Components and Partial Prerendering (PPR) with cacheComponents enabled. Implements 'use cache', cacheLife(), cacheTag(), revalidateTag(), static/dynamic optimization, and cache debugging.
Migrates code, prompts, and API calls from Claude Sonnet 4.0/4.5 or Opus 4.1 to Opus 4.5, updating model strings on Anthropic, AWS, GCP, Azure platforms.
Analyzes BMad project state from catalog CSV, configs, artifacts, and query to recommend next skills or answer questions. Useful for help requests, 'what next', or starting BMad.
Map the customer journey for $ARGUMENTS using the mandatory process below.
### Journey scope
| Element | Definition |
|---|---|
| **User type** | [Specific — not "users" but "first-time evaluator on free trial"] |
| **Journey** | [Which journey: discovery, evaluation, onboarding, core task, support, renewal, expansion] |
| **Start point** | [Where the journey begins — first awareness, signup, first login] |
| **End point** | [Where it ends — task completed, value achieved, churned] |
| **Success metric** | [The number that tells you this journey is working — time-to-first-value, completion rate, NPS] |
Rules for scope:
/ux-researcher:persona-definition if availableOutput: Journey scope table.
Before mapping, identify what data informs each stage:
### Evidence sources
| Source | What it tells us | Coverage |
|---|---|---|
| Support tickets | Where users get stuck, what they complain about | [stages covered] |
| Analytics | Drop-off points, time per stage, conversion rates | [stages covered] |
| Session recordings | Actual user behaviour, confusion points | [stages covered] |
| User interviews | Motivations, emotions, unspoken frustrations | [stages covered] |
| Product usage data | Feature adoption, ignored features, usage patterns | [stages covered] |
| Sales/CS conversations | Objections, expectations, satisfaction | [stages covered] |
**Evidence gaps:** [stages with no data — flag as hypothesis]
Rules for evidence:
Output: Evidence source table with coverage and gaps identified.
For each stage of the journey, complete this table:
### Stage [N]: [name]
**User goal at this stage:** [what they're trying to achieve]
**Duration:** [typical time spent in this stage]
**Evidence basis:** [evidence-based / hypothesis]
| Element | Detail |
|---|---|
| **Touchpoints** | [every interaction point: website, app, email, docs, support, social media] |
| **Actions** | [what the user does: searches, clicks, reads, configures, asks for help] |
| **Thinking** | [questions and concerns: "Is this the right tool?", "How do I set this up?"] |
| **Feeling** | [emotional state: confident, confused, frustrated, delighted, anxious, overwhelmed] |
| **Pain points** | [friction, confusion, delays, dead ends, unmet expectations] |
| **Opportunities** | [how to improve this stage — specific, actionable ideas] |
**Drop-off risk:** [High / Medium / Low] — [what causes users to leave at this stage]
Repeat for every stage from start point to end point. Typical journeys have 4–7 stages.
Output: Complete stage maps with all elements filled.
### Critical moments
| Moment | Stage | Description | Impact | Evidence |
|---|---|---|---|---|
| **Moment of truth** | [stage] | [the make-or-break interaction — usually first value or first error] | [what happens if this goes wrong] | [data source] |
| **Biggest drop-off** | [stage] | [where users are most likely to leave] | [conversion/retention impact] | [data] |
| **Delight opportunity** | [stage] | [where exceeding expectations has disproportionate impact] | [loyalty/referral impact] | [data] |
### Key metric
**Time to first value:** [duration from start point to genuine value — the metric that predicts retention]
Output: Critical moments table with evidence.
### Journey health
| Stage | Feeling | Drop-off risk | Top pain point | Top opportunity |
|---|---|---|---|---|
| [stage 1] | [emoji + word] | [H/M/L] | [pain] | [opportunity] |
| [stage 2] | [feeling] | [risk] | [pain] | [opportunity] |
### Recommendations (prioritised by impact on success metric)
| Priority | Recommendation | Stage affected | Expected impact on [success metric] | Effort |
|---|---|---|---|---|
| 1 | [specific fix] | [stage] | [projected improvement] | [S/M/L] |
| 2 | [fix] | [stage] | [improvement] | [effort] |
| 3 | [fix] | [stage] | [improvement] | [effort] |
Output: Journey health summary and prioritised recommendations.
## Journey: [name] — [user type]
### Scope
[From Step 1]
### Evidence Sources
[From Step 2]
### Stage 1: [name]
[Full stage map from Step 3]
### Stage N: [name]
[Full stage map]
### Critical Moments
[From Step 4]
### Journey Health
[Summary table from Step 5]
### Recommendations
[Prioritised table from Step 5]
---
Evidence basis: [X of Y stages evidence-based, Z hypothesis]
Last updated: [date]
/ux-researcher:persona-definition — define the user type before mapping their journey. The persona's goals and frustrations inform every stage./ux-researcher:usability-review — for deep-diving into a specific stage or touchpoint that the journey map flags as high-friction.