Run a customer journey mapping workshop with adaptive questions and outputs. Use when you need to map stages, actions, emotions, pain points, and opportunities for a persona and scenario.
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Slash command/customer-journey-mapping-workshop
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Run a customer journey mapping workshop with adaptive questions and outputs. Use when you need to map stages, actions, emotions, pain points, and opportunities for a persona and scenario.
---name: customer-journey-mapping-workshop
argument-hint: "[persona] [scenario]"
description: Run a customer journey mapping workshop with adaptive questions and outputs. Use when you need to map stages, actions, emotions, pain points, and opportunities for a persona and scenario.
intent: >-
Guide product managers through creating a customer journey map by asking adaptive questions about the actor (persona), scenario/goal, journey phases, actions/emotions, and opportunities for improvement. Use this to visualize the end-to-end customer experience, identify pain points, and create a shared mental model across teams—avoiding surface-level feature lists and ensuring discovery work focuses on real customer problems, not assumed solutions.
type: interactive
best_for:
- "Running a workshop to map an end-to-end customer experience"
- "Finding pain points across a user's journey"
- "Aligning teams on the stages, emotions, and breakdowns in an experience"
scenarios:
- "Help me run a journey mapping workshop for new customer onboarding"
- "Map the experience of a buyer from trial signup to first value"
- "Facilitate a workshop on the support journey for churn-risk customers"
---## Purpose
Guide product managers through creating a customer journey map by asking adaptive questions about the actor (persona), scenario/goal, journey phases, actions/emotions, and opportunities for improvement. Use this to visualize the end-to-end customer experience, identify pain points, and create a shared mental model across teams—avoiding surface-level feature lists and ensuring discovery work focuses on real customer problems, not assumed solutions.
This is not a feature roadmap—it's a discovery and alignment tool that uncovers where the experience breaks down and where improvements will have the greatest impact.
## Input
**Works best with:** The persona (actor) and the scenario or goal to map.
**Also useful:** Journey phases you already know, research artifacts, and where you suspect the experience breaks.
Anything supplied with the invocation itself — text after the skill name, a pasted context dump, or an appended `ARGUMENTS:` line — counts as answers already given. Use it and skip whatever it covers; don't re-ask.
**Arriving empty-handed? That works too.** The workshop opens with the actor question (Q1) and proceeds one question at a time per the facilitation protocol.
**Example invocation:** `Run a journey mapping workshop: persona is a first-time landlord, scenario is listing and leasing their first property through our app.`
## Key Concepts
### What is a Customer Journey Map?
A journey map (NNGroup) visualizes "the process that a person goes through in order to accomplish a goal." It compiles user actions into a timeline, enriched with thoughts and emotions to create a narrative, then condenses and polishes into a visual artifact.
### Five Key Components (NNGroup Framework)
1. **Actor** — A specific persona or user whose perspective anchors the map
2. **Scenario + Expectations** — The situational context and associated goals
- progress labels (for example, Context Qx/8 and Scoring Qx/5)
- interruption handling and pause/resume behavior
- numbered recommendations at decision points
- quick-select numbered response options for regular questions (include `Other (specify)` when useful)
This file defines the domain-specific assessment content. If there is a conflict, follow this file's domain logic.
## Application
This interactive skill asks **up to 5 adaptive questions**, offering **3-4 enumerated options** at each step.
Interaction pattern: Pair with `skills/workshop-facilitation/SKILL.md` when you want a one-step-at-a-time flow with numbered recommendations at decision points and quick-select options for regular questions. If the user asks for a single-shot output, skip the multi-turn facilitation.
---
### Step 0: Gather Context (Before Questions)
**Agent suggests:**
Before we create your journey map, let's gather context:
**Customer Research:**
- User interviews, discovery notes, support tickets
- Churn reasons, exit surveys, NPS feedback
- Analytics data (drop-off points, feature usage)
- Personas or proto-personas
**Product Context:**
- Website copy, product descriptions, positioning
- Competitor journey maps or reviews (G2, Capterra)
- Existing journey documentation (if any)
**You can paste this content directly, or describe the customer experience briefly.**
---
### Question 1: Identify Actor (Persona)
**Agent asks:**
"Who is the actor for this journey map? (Which persona or user segment?)"
**Offer 4 enumerated options:**
1. **Primary persona** — "Your main target customer (e.g., 'small business owner')" (Most common starting point)
2. **Secondary persona** — "A secondary user segment with different needs (e.g., 'enterprise admin' vs. 'end user')" (Use if primary persona already mapped)
3. **High-churn persona** — "User segment with highest churn rate (e.g., 'trial users who don't convert')" (Good for retention initiatives)
4. **Newly discovered persona** — "Emerging user segment from recent research (e.g., 'remote teams' post-COVID)" (Good for market expansion)
**Or describe your specific persona.**
**Adaptation:** Use personas from context (proto-personas, JTBD research, etc.)
**User response:** [Selection or custom]
---
### Question 2: Define Scenario + Goal
**Agent asks:**
"What's the scenario and goal for this journey? (What is the actor trying to accomplish?)"
**Offer 4 enumerated options:**
1. **First-time use** — "New user onboarding, from discovery to activation" (Common for SaaS, apps)
2. **Core workflow** — "Recurring task the user does regularly (e.g., 'create invoice,' 'run report')" (Common for established products)
3. **Problem resolution** — "User encounters issue and seeks help (e.g., 'forgot password,' 'billing question')" (Good for support/retention)
4. **Upgrade/expansion** — "Free user considering paid plan, or existing customer expanding usage" (Good for growth initiatives)
**Or describe your specific scenario.**
**User response:** [Selection or custom]
**Agent extracts:**
- **Actor:** [Persona from Q1]
- **Scenario:** [Context from Q2]
- **Goal:** [What actor is trying to accomplish]
---
### Question 3: Identify Journey Phases
**Agent says:**
"Let's break the journey into high-level phases (typically 4-6 phases from start to end)."
**Agent generates 4-6 journey phases** based on scenario (Q2).
**Example (if Scenario = "First-time use"):**
```
Journey Phases (left to right):
1. Discover — User learns about product
2. Evaluate — User researches, compares alternatives
3. Try — User signs up, starts onboarding
4. Activate — User reaches "aha moment," experiences value
5. Use — User integrates product into workflow
6. Expand — User considers upgrading or inviting team
```
**Agent asks:**
"Do these phases capture the full journey? Should we add, remove, or rename phases?"
**User response:** [Approve or modify]
---
### Question 4: Map Actions, Thoughts, Emotions per Phase
**Agent says:**
"Now let's map what the actor does, thinks, and feels in each phase."
**Agent generates 3-5 actions, thoughts, and emotions per phase** based on context (Step 0) and scenario (Q2).
