Customer Journey Map

What it is

This skill helps you map out every stage of your customer's journey — from how they discover you to why they tell others about you. It identifies where customers feel delighted, confused, or frustrated, and highlights the exact moments where you're losing people or winning them over. You'll get a structured breakdown of touchpoints, emotions, pain points, and concrete opportunities to improve the experience.

What it does

• Maps the complete customer journey across 7 stages: awareness, consideration, acquisition, onboarding, engagement, retention, and advocacy
• Documents touchpoints, user actions, emotions, and pain points at each stage of the experience
• Identifies critical moments like the 'aha moment' when users first see value and churn triggers where they drop off
• Provides prioritized recommendations for quick wins and high-impact improvements
• Outputs a structured markdown table you can use directly or adapt into visual tools like Miro or FigJam

Use it when

• You're trying to understand why users drop off during onboarding or sign-up
• You need to identify friction points that are hurting conversion or retention
• You're planning product improvements and want to prioritize based on customer impact
• You want to visualize the entire customer experience to align your team around user needs