Customer Journey Mapping Workshop
Facilitate a journey-mapping workshop to capture persona, scenario, stages, emotions, pain points, and improvement opportunities before you build features.
Overview
Customer Journey Mapping Workshop is an agent skill most often used in Validate (also Idea audience work and Grow lifecycle) that facilitates mapping stages, emotions, pain points, and opportunities for a persona and sce
Install
npx skills add https://github.com/deanpeters/product-manager-skills --skill customer-journey-mapping-workshopWhat is this skill?
- Adaptive questions for actor/persona, scenario-goal, phases, actions, and emotions
- Surfaces pain points and opportunities—not a flat feature wishlist
- Aligns teams on end-to-end experience and shared mental model
- Interactive workshop type intended to pair with the canonical facilitation protocol
- Outputs oriented toward discovery focus on real customer problems
Adoption & trust: 1.2k installs on skills.sh; 5k GitHub stars; 3/3 security scanners passed (skills.sh audits).
What problem does it solve?
You are planning features from assumptions instead of a shared view of where customers struggle across the full journey.
Who is it for?
Running a facilitated workshop to map onboarding, trial-to-value, or support journeys with a defined persona and scenario.
Skip if: Quantitative funnel analysis only, UX wireframing without discovery context, or teams that already have a validated journey map locked for the same persona.
When should I use this skill?
You need to map stages, actions, emotions, pain points, and opportunities for a persona and scenario through an adaptive workshop.
What do I get? / Deliverables
You produce a structured journey map with phased actions, emotions, pain points, and prioritized opportunities ready to inform scope and backlog decisions.
- Customer journey map with phases, actions, and emotions
- Documented pain points and improvement opportunities
Recommended Skills
Journey fit
Spans multiple journey phases - primary shelf plus alternate fits below.
Customer journey mapping belongs in Validate because it proves you understand real experience breakdowns before scoping builds or assuming solutions. Scope subphase covers structured discovery outputs that bound what to build and what problems are worth solving.
Where it fits
Map how a target buyer first hears about you through initial signup to test problem-solution fit.
Workshop onboarding from trial signup to first value to bound MVP scope to real breakdowns.
Re-map the support journey for churn-risk customers before redesigning lifecycle emails.
How it compares
Discovery-oriented facilitated workshop—not a analytics dashboard skill or automated support ticket classifier.
Common Questions / FAQ
Who is customer-journey-mapping-workshop for?
Solo builders and PMs who need to visualize end-to-end customer experience, align stakeholders, and tie discovery to real pain points.
When should I use customer-journey-mapping-workshop?
In Validate when scoping discovery; in Idea when clarifying audience journeys; in Grow when revisiting onboarding or support paths after launch.
Is customer-journey-mapping-workshop safe to install?
Workshops may reference customer stories you provide; review the Security Audits panel on this Prism page and avoid pasting sensitive PII unless your environment is approved for it.
Workflow Chain
Requires first: workshop facilitation
SKILL.md
READMESKILL.md - Customer Journey Mapping Workshop
## 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. ## 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 3. **Journey Phases** — High-level stages organizing the experience (e.g., discover, try, buy, use, seek support) 4. **Actions, Mindsets, and Emotions** — User behaviors, thoughts, and emotional responses throughout phases 5. **Opportunities** — Insights identifying where experience can improve ### Journey Map Structure ``` Actor: [Persona Name] Scenario: [Goal/Context] Phase 1: Discover → Phase 2: Try → Phase 3: Buy → Phase 4: Use → Phase 5: Support ↓ ↓ ↓ ↓ ↓ Actions: Actions: Actions: Actions: Actions: Thoughts: Thoughts: Thoughts: Thoughts: Thoughts: Emotions: 😊😐😞 Emotions: Emotions: Emotions: Emotions: ↓ ↓ ↓ ↓ ↓ Opportunities: Opportunities: Opportunities: Opportunities: Opportunities: ``` ### Why This Works - **Forces conversation:** Teams align on shared understanding of customer experience - **Reveals pain points:** Emotions + actions highlight where experience breaks down - **Prioritizes improvements:** Opportunities ranked by impact guide roadmap decisions - **Human-centered:** Focuses on customer perspective, not internal processes ### Anti-Patterns (What This Is NOT) - **Not a service blueprint:** Journey maps focus on customer perspective; service blueprints map internal operations - **Not a user story map:** Journey maps support discovery; user story maps facilitate implementation planning - **Not an experience map:** Journey maps target specific users and products; experience maps explore broader human behaviors ### When to