From rampstack-skills
Builds customer journey maps and service blueprints to visualize end-to-end user experience, identify friction, and align teams. Use when departments lack a shared view of the user experience.
How this skill is triggered — by the user, by Claude, or both
Slash command
/rampstack-skills:journey-mappingThe summary Claude sees in its skill listing — used to decide when to auto-load this skill
Build journey maps and service blueprints that surface friction, align teams, and identify opportunities. Stack-agnostic. Tool-agnostic.
Build journey maps and service blueprints that surface friction, align teams, and identify opportunities. Stack-agnostic. Tool-agnostic.
This skill is for mapping the experience. For testing specific touchpoints, use usability-testing. For broader generative research, use ux-research. For analyzing conversion, use cro-optimization.
usability-testing)ux-research)cro-optimization)The user-facing view of the experience.
Structure (rows / lanes):
Format:
Typically a horizontal timeline with vertical lanes for each row. Phases across the top, touchpoints, thoughts, emotions, etc. underneath.
The back-stage view that supports the customer-facing experience.
Adds these layers below the journey map:
The service blueprint shows where customer-facing problems originate in back-stage failures (e.g., the user's "shipping is slow" experience traces to a vendor handoff issue).
Output of the mapping work.
Captures:
This is the deliverable that produces decisions. The journey map and service blueprint are inputs; the opportunity map is the output that drives action.
Awareness → Consideration → Decision → Onboarding → Active use → Renewal/Repurchase → Advocacy
Trigger → Discovery → Evaluation → Trial → Onboarding → Activation → Habit → Expansion → Renewal → Advocacy
Need recognition → Discovery → Research → Decision → Purchase → Wait/Anticipation → Receive → Use → Reorder/Recommend
Awareness → Inquiry → Quote → Decision → Service delivery → Resolution → Follow-up → Repeat business
Trigger → Research → Provider selection → Appointment → Treatment → Recovery → Follow-up → Long-term outcome
Phases are not mandatory. Start with the user's actual experience and let the phases emerge from the steps.
A good journey map combines multiple sources of truth.
These three views often disagree. The disagreements are themselves findings.
Default outputs:
Markdown narrative version of journey map:
# [Persona] journey map
## Phase 1: [Phase name]
### Step: [Step name]
- **Touchpoint:** [Where this happens]
- **Goal:** [What the user wants here]
- **Thoughts:** [What they're thinking]
- **Emotion:** [State on the emotional curve]
- **Pain points:** [Friction]
- **Opportunities:** [Improvement potential]
### Step: [Step name]
[Same structure]
## Phase 2: [Phase name]
[Repeat]
## Service blueprint additions
### Phase 1
- **Front-stage actions:** [What employees do user-visibly]
- **Back-stage actions:** [What happens behind the scenes]
- **Supporting processes:** [Systems involved]
[Repeat per phase]
## Opportunity map
### Critical friction
1. [Specific issue, with evidence]
2. [Specific issue, with evidence]
### Quick wins
1. [Specific opportunity, with effort/impact]
### Strategic bets
1. [Specific opportunity, with effort/impact]
### Cross-team disconnects
1. [Specific disconnect, with implication]
references/journey-map-template.md - Fillable journey map and service blueprint template.npx claudepluginhub rampstackco/claude-skills --plugin rampstack-skillsCreates user journey maps with personas, phases, touchpoints, emotions, pain points, and opportunities for UX analysis and improvement.
Maps end-to-end user experiences to identify pain points, emotional lows, and opportunity areas across product or service touchpoints.
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.