customer-journey-map
Create an end-to-end customer journey map with stages, touchpoints, emotions, pain points, and opportunities. Use when mapping the customer experience, identifying friction points, improving onboarding, or visualizing the user journey.
适合你，如果你需要系统梳理客户触点并改善体验
npx oh-my-skill add phuryn/pm-skills/customer-journey-mapcurl -fsSL https://oh-my-skill.com/install.sh | bash -s -- phuryn/pm-skills/customer-journey-mapnpx oh-my-skill verify phuryn/pm-skills/customer-journey-map怎么用
商店整理自技能原文 · 版本 18468a9 · 表述以原文为准Claude 会生成一份端到端的客户旅程地图，包含阶段、触点、情绪、痛点和改进机会。
当你要求绘制客户旅程地图、分析用户体验、识别摩擦点或改进用户引导流程时触发。
技能原文 SKILL.md
Customer Journey Map
Map the end-to-end customer experience from awareness through advocacy, identifying emotions, pain points, and improvement opportunities at each stage.
Context
You are creating a customer journey map for $ARGUMENTS.
If the user provides files (interview transcripts, survey data, analytics, support tickets, or existing journey maps), read them first. Use web search to understand the product if a URL is provided.
Instructions
- Define the persona: Who is traveling this journey? Use a specific persona with JTBD, not a generic user.
- Map the journey stages (adapt to the product):
| Stage | Description | |---|---| | Awareness | How do they first learn about the product? | | Consideration | What do they evaluate? What alternatives do they compare? | | Acquisition | How do they sign up or purchase? | | Onboarding | First experience with the product — time to value | | Engagement | Regular usage — building habits | | Retention | What keeps them coming back? What might cause churn? | | Advocacy | When and why do they recommend the product to others? |
- For each stage, document:
- Touchpoints: Where the user interacts with the product, brand, or team (website, email, in-app, support, social media)
- User actions: What they do at this stage
- Thoughts & questions: What's on their mind ("Is this worth my time?" "How do I...?")
- Emotions: How they feel (excited, confused, frustrated, delighted) — rate on a scale or use emoji indicators
- Pain points: Friction, confusion, drop-off risks
- Opportunities: How to improve the experience at this point
- Identify critical moments:
- Aha moment: When the user first experiences core value
- Moments of truth: Decision points where they commit or abandon
- Churn triggers: Where users most commonly drop off
- Create the journey map table:
| Stage | Touchpoint | User Action | Emotion | Pain Point | Opportunity | |---|---|---|---|---|---|
- Recommend prioritized improvements:
- Which pain points have the highest impact on conversion or retention?
- What quick wins can improve the experience immediately?
- What requires deeper investment but has the biggest payoff?
Think step by step. Save as a markdown document. For visual journey maps, suggest the user create one in Miro or FigJam using this analysis as the foundation.