From solo
This skill should be used when the user asks to 'customer journey', 'map the journey', or 'journey map for'.
npx claudepluginhub jamon8888/cc-suite --plugin SoloThis skill uses the workspace's default tool permissions.
Creates visual maps of the customer's complete experience with your product or service. Documents actions, thoughts, emotions, and pain points at every stage to identify opportunities for improvement.
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Share bugs, ideas, or general feedback.
Creates visual maps of the customer's complete experience with your product or service. Documents actions, thoughts, emotions, and pain points at every stage to identify opportunities for improvement.
Quick journey map based on your existing knowledge of a persona.
Use when: You need a journey map fast for planning or alignment.
Facilitated session with team/stakeholders to build comprehensive journey map.
Use when: You need team buy-in or want to surface diverse perspectives.
| Stage | Actions | Thoughts | Emotions | Pain Points | Opportunities |
|---|---|---|---|---|---|
| [Stage name] | What they do | What they think | How they feel | What frustrates them | How we can improve |
For B2B SaaS:
For Service Business:
# Customer Journey Map: [Persona Name]
**Scenario:** [Specific use case or goal]
**Created:** [Date]
**Mode:** [Solo / Workshop]
---
## Stage 1: [Stage Name]
**Goal:** [What the customer is trying to achieve]
| Element | Details |
| ----------------- | -------------------------------------------------------- |
| **Actions** | • [Action 1]<br>• [Action 2]<br>• [Action 3] |
| **Touchpoints** | • [Website, email, call, etc.] |
| **Thoughts** | • "[What they're thinking]"<br>• "[Questions they have]" |
| **Emotions** | 😊 Excited / 😐 Neutral / 😟 Frustrated |
| **Pain Points** | • [Friction 1]<br>• [Friction 2] |
| **Opportunities** | • [Improvement 1]<br>• [Improvement 2] |
---
## Stage 2: [Stage Name]
[Repeat structure for each stage...]
---
## Key Insights
**Moments of Delight:** 🌟
- [Stage]: [What went well]
- [Stage]: [What delighted them]
**Moments of Friction:** ⚠️
- [Stage]: [What frustrated them]
- [Stage]: [What almost made them quit]
**Biggest Opportunities:**
1. [Opportunity 1] — [Impact if fixed]
2. [Opportunity 2] — [Impact if fixed]
3. [Opportunity 3] — [Impact if fixed]
---
## Prioritization
| Opportunity | Impact | Effort | Priority |
| ----------- | ------ | ------ | -------------- |
| [Opp 1] | High | Low | P0 (Do now) |
| [Opp 2] | High | High | P1 (Plan for) |
| [Opp 3] | Medium | Low | P2 (Quick win) |
# Customer Journey Map: Solopreneur Sarah (Freelance Designer)
**Scenario:** Signing up for and using an all-in-one business tool
**Created:** 2026-02-13
**Mode:** Solo (based on 10 user interviews)
---
## Stage 1: Awareness
**Goal:** Discover a solution to manage clients, invoices, and projects in one place
| Element | Details |
| ----------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Actions** | • Googles "CRM for freelancers"<br>• Reads Reddit threads (r/solopreneurs)<br>• Asks for recommendations on Twitter |
| **Touchpoints** | • Google search results<br>• Reddit discussions<br>• Twitter replies |
| **Thoughts** | • "I need something simpler than HubSpot"<br>• "Is there a tool that does CRM + invoicing?"<br>• "I don't want to pay for 5 different tools" |
| **Emotions** | 😟 Frustrated (too many options, all seem complex) |
| **Pain Points** | • Overwhelming number of options<br>• Most tools are built for teams, not solopreneurs<br>• Hard to tell which tool is right without trying them all |
| **Opportunities** | • Clear positioning: "The only tool solopreneurs need"<br>• Comparison page: "Us vs. HubSpot/Notion/Stripe"<br>• Free trial with no credit card required |
---
## Stage 2: Consideration
**Goal:** Evaluate if this tool is right for her needs
| Element | Details |
| ----------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Actions** | • Visits website<br>• Reads feature list<br>• Checks pricing<br>• Reads reviews on G2/Capterra<br>• Watches demo video |
| **Touchpoints** | • Website homepage<br>• Pricing page<br>• G2 reviews<br>• YouTube demo |
| **Thoughts** | • "Does this have everything I need?"<br>• "Is $25/mo worth it vs. free tools?"<br>• "What if I don't like it after signing up?" |
| **Emotions** | 😐 Cautiously optimistic (looks good, but skeptical) |
| **Pain Points** | • Unclear if it has all features she needs<br>• No way to try before paying<br>• Worried about migration from current tools |
| **Opportunities** | • Feature comparison table (what's included)<br>• 14-day free trial (no credit card)<br>• Migration guide: "Switch from HubSpot + Stripe in 30 minutes" |
---
## Stage 3: Sign-Up
**Goal:** Create account and start using the tool
| Element | Details |
| ----------------- | ------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Actions** | • Clicks "Start free trial"<br>• Enters email and password<br>• Sees onboarding wizard |
| **Touchpoints** | • Sign-up form<br>• Onboarding wizard |
| **Thoughts** | • "Please don't make me fill out 20 fields"<br>• "I hope this is actually simple" |
| **Emotions** | 😊 Hopeful (excited to try it) |
| **Pain Points** | • Long sign-up forms are annoying<br>• Onboarding that asks too many questions upfront |
| **Opportunities** | • Minimal sign-up (email + password only)<br>• Skip onboarding option ("I'll explore on my own")<br>• Pre-filled templates based on her industry |
---
## Stage 4: First Use (Onboarding)
**Goal:** Set up her first client and invoice
| Element | Details |
| ----------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Actions** | • Adds first client<br>• Creates first invoice<br>• Sends invoice to client |
| **Touchpoints** | • Client form<br>• Invoice builder<br>• Email confirmation |
| **Thoughts** | • "This is way faster than Excel!"<br>• "Wait, where do I add payment terms?"<br>• "I hope the invoice looks professional" |
| **Emotions** | 😊 Delighted (it's actually easy!) → 😟 Confused (can't find payment terms) |
| **Pain Points** | • Can't find payment terms field (hidden in "Advanced")<br>• Invoice preview doesn't show what client sees<br>• No confirmation that invoice was sent |
| **Opportunities** | • Make payment terms visible by default<br>• Show "Client view" preview before sending<br>• Confirmation: "Invoice sent! Sarah will receive it in 2 minutes" |
---
## Stage 5: Active Use
**Goal:** Manage clients, send invoices, track payments
| Element | Details |
| ----------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Actions** | • Adds 5-7 clients<br>• Sends 2-4 invoices/week<br>• Checks payment status<br>• Follows up on overdue invoices |
| **Touchpoints** | • Dashboard<br>• Client cards<br>• Invoice list<br>• Payment reminders |
| **Thoughts** | • "This saves me so much time"<br>• "I wish it had [feature X]"<br>• "I should recommend this to my friends" |
| **Emotions** | 😊 Satisfied (it works well) |
| **Pain Points** | • No way to track project status (just invoices)<br>• Can't see which clients are most profitable<br>• Payment reminders are manual (not automated) |
| **Opportunities** | • Add project tracking to client cards<br>• Revenue dashboard: "Top 3 clients by revenue"<br>• Auto-send payment reminders (3 days, 7 days, 14 days overdue) |
---
## Stage 6: Renewal
**Goal:** Decide whether to keep using the tool (end of free trial)
| Element | Details |
| ----------------- | ----------------------------------------------------------------------------------------------------------------------------------------- |
| **Actions** | • Receives "Trial ending" email<br>• Reviews usage and value<br>• Decides to subscribe |
| **Touchpoints** | • Trial ending email<br>• Pricing page<br>• Payment form |
| **Thoughts** | • "Is this worth $25/mo?"<br>• "I've saved 2-3 hours/week, so yes"<br>• "I hope I can cancel easily if I change my mind" |
| **Emotions** | 😊 Confident (it's worth it) |
| **Pain Points** | • Unclear how much time/money she's saved<br>• Worried about being locked in |
| **Opportunities** | • Show ROI: "You've saved 8 hours this month ($800 in billable time)"<br>• Transparent cancellation: "Cancel anytime, no questions asked" |
---
## Stage 7: Advocacy
**Goal:** Recommend the tool to other solopreneurs
| Element | Details |
| ----------------- | ----------------------------------------------------------------------------------------------------------------------------------- |
| **Actions** | • Recommends on Twitter<br>• Writes G2 review<br>• Tells friends in Slack communities |
| **Touchpoints** | • Twitter<br>• G2<br>• Slack communities |
| **Thoughts** | • "This tool changed my business"<br>• "I want to help other solopreneurs find this" |
| **Emotions** | 😊 Evangelical (loves it, wants to share) |
| **Pain Points** | • No referral program (would love to get credit for referrals) |
| **Opportunities** | • Referral program: "Refer a friend, get 1 month free"<br>• Make it easy to share: "Share on Twitter" button with pre-written tweet |
---
## Key Insights
**Moments of Delight:** 🌟
- **First Use:** "This is way faster than Excel!" (invoice creation)
- **Active Use:** Saves 2-3 hours/week on admin tasks
- **Renewal:** Clear ROI makes decision easy
**Moments of Friction:** ⚠️
- **Consideration:** Unclear if it has all needed features
- **First Use:** Can't find payment terms field (hidden)
- **Active Use:** No automated payment reminders
**Biggest Opportunities:**
1. **Show ROI during trial** — "You've saved 8 hours ($800)" → Increases conversion
2. **Automated payment reminders** — Saves users time, reduces overdue invoices
3. **Migration guide** — "Switch from HubSpot + Stripe in 30 minutes" → Reduces friction
---
## Prioritization
| Opportunity | Impact | Effort | Priority |
| --------------------------- | --------------------------- | --------------- | ---------------- |
| Show ROI during trial | High (↑ conversion 20%+) | Low (2 days) | P0 (Do now) |
| Automated payment reminders | High (saves 1-2 hours/week) | Medium (1 week) | P0 (Do now) |
| Migration guide | Medium (↓ sign-up friction) | Low (3 days) | P1 (Next sprint) |
| Referral program | Medium (↑ word-of-mouth) | High (2 weeks) | P2 (Later) |
Part 1: Setup (15 minutes)
Part 2: Map the Stages (60 minutes)
Part 3: Identify Opportunities (30 minutes)
Part 4: Prioritize (30 minutes)
proto-persona: Persona is the subject of the journey map/solo:build discover: Journey maps inform discovery insightsproblem-statement: Pain points become problem statementsprd-development: Opportunities become feature ideasreferences/journey-mapping-guide.md: Complete workshop facilitation scriptreferences/journey-map-template.md: Blank template for mappingreferences/examples.md: 3 example journey maps (B2B SaaS, Service, E-commerce)