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.
Further Reading
1---2name: customer-journey-map3description: Customer Journey Map4---5## Customer Journey Map67Map the end-to-end customer experience from awareness through advocacy, identifying emotions, pain points, and improvement opportunities at each stage.89### Context1011You are creating a customer journey map for **$ARGUMENTS**.1213If 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.1415### Instructions16171. **Define the persona**: Who is traveling this journey? Use a specific persona with JTBD, not a generic user.18192. **Map the journey stages** (adapt to the product):2021 | Stage | Description |22 |---|---|23 | **Awareness** | How do they first learn about the product? |24 | **Consideration** | What do they evaluate? What alternatives do they compare? |25 | **Acquisition** | How do they sign up or purchase? |26 | **Onboarding** | First experience with the product — time to value |27 | **Engagement** | Regular usage — building habits |28 | **Retention** | What keeps them coming back? What might cause churn? |29 | **Advocacy** | When and why do they recommend the product to others? |30313. **For each stage, document**:3233 - **Touchpoints**: Where the user interacts with the product, brand, or team (website, email, in-app, support, social media)34 - **User actions**: What they do at this stage35 - **Thoughts & questions**: What's on their mind ("Is this worth my time?" "How do I...?")36 - **Emotions**: How they feel (excited, confused, frustrated, delighted) — rate on a scale or use emoji indicators37 - **Pain points**: Friction, confusion, drop-off risks38 - **Opportunities**: How to improve the experience at this point39404. **Identify critical moments**:41 - **Aha moment**: When the user first experiences core value42 - **Moments of truth**: Decision points where they commit or abandon43 - **Churn triggers**: Where users most commonly drop off44455. **Create the journey map table**:4647 | Stage | Touchpoint | User Action | Emotion | Pain Point | Opportunity |48 |---|---|---|---|---|---|49506. **Recommend prioritized improvements**:51 - Which pain points have the highest impact on conversion or retention?52 - What quick wins can improve the experience immediately?53 - What requires deeper investment but has the biggest payoff?5455Think 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.5657---5859### Further Reading6061- [User Journey Mapping 101](https://www.productcompass.pm/p/user-journey-mapping-101)62- [Funnel Analysis 101: How to Track and Optimize Your User Journey](https://www.productcompass.pm/p/funnel-analysis)63- [Market Research: Advanced Techniques](https://www.productcompass.pm/p/market-research-advanced-techniques)64- [User Interviews: The Ultimate Guide to Research Interviews](https://www.productcompass.pm/p/interviewing-customers-the-ultimate)
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