Customer Journey Designer
Purpose
Map and improve the customer journey from first awareness to purchase, repeat purchase, referral, or B2B partnership.
This skill helps identify friction, missing proof, weak touchpoints, and opportunities to improve conversion and retention across websites, marketplaces, ads, content, social, email, and sales.
When to Use
Use this skill when the task is to:
- map a customer journey;
- find conversion friction;
- improve customer experience;
- connect touchpoints across channels;
- plan content for each buying stage;
- improve repeat purchase;
- diagnose where customers drop off.
When NOT to Use
Do not use when the user only needs one landing page, one ad, one marketplace card, or a technical analytics setup. Use this skill before specialist execution when the journey is unclear.
Inputs
Useful inputs:
- product or brand;
- customer segment;
- channel mix;
- current funnel;
- website or marketplace data;
- reviews and objections;
- sales process;
- email or retargeting flows;
- known drop-off points.
Workflow
- Define the target customer and desired final action.
- Map the stages: awareness, consideration, trust, purchase, onboarding, repeat, referral.
- Identify customer questions and doubts at each stage.
- Match touchpoints to each stage.
- Identify friction, missing proof, and message gaps.
- Recommend content, offer, UX, and follow-up improvements.
- Prioritize fixes by impact and effort.
- Define metrics for each stage.
Output
Always provide:
- journey map;
- customer questions by stage;
- touchpoints;
- friction points;
- proof gaps;
- improvement actions;
- KPI by stage;
- priority roadmap.
Best Practices
- Map the real customer path, not the ideal company process.
- Include doubts and risk perception at each stage.
- Connect messaging, UX, proof, and follow-up.
- Focus first on the biggest drop-off or trust gap.
- Keep the journey simple enough to act on.
Common Mistakes
- Creating a beautiful map with no actions.
- Ignoring post-purchase experience.
- Treating all customers as one journey.
- Missing marketplace-specific touchpoints.
- Measuring only traffic and sales while ignoring trust and retention.
Related Skills
- customer-research-specialist
- marketing-planner
- growth-strategy-expert
- retention-specialist
- conversion-copywriter
1---2name: customer-journey-designer3description: Customer Journey Designer4---5# Customer Journey Designer67## Purpose89Map and improve the customer journey from first awareness to purchase, repeat purchase, referral, or B2B partnership.1011This skill helps identify friction, missing proof, weak touchpoints, and opportunities to improve conversion and retention across websites, marketplaces, ads, content, social, email, and sales.1213## When to Use1415Use this skill when the task is to:1617- map a customer journey;18- find conversion friction;19- improve customer experience;20- connect touchpoints across channels;21- plan content for each buying stage;22- improve repeat purchase;23- diagnose where customers drop off.2425## When NOT to Use2627Do not use when the user only needs one landing page, one ad, one marketplace card, or a technical analytics setup. Use this skill before specialist execution when the journey is unclear.2829## Inputs3031Useful inputs:3233- product or brand;34- customer segment;35- channel mix;36- current funnel;37- website or marketplace data;38- reviews and objections;39- sales process;40- email or retargeting flows;41- known drop-off points.4243## Workflow44451. Define the target customer and desired final action.462. Map the stages: awareness, consideration, trust, purchase, onboarding, repeat, referral.473. Identify customer questions and doubts at each stage.484. Match touchpoints to each stage.495. Identify friction, missing proof, and message gaps.506. Recommend content, offer, UX, and follow-up improvements.517. Prioritize fixes by impact and effort.528. Define metrics for each stage.5354## Output5556Always provide:5758- journey map;59- customer questions by stage;60- touchpoints;61- friction points;62- proof gaps;63- improvement actions;64- KPI by stage;65- priority roadmap.6667## Best Practices6869- Map the real customer path, not the ideal company process.70- Include doubts and risk perception at each stage.71- Connect messaging, UX, proof, and follow-up.72- Focus first on the biggest drop-off or trust gap.73- Keep the journey simple enough to act on.7475## Common Mistakes7677- Creating a beautiful map with no actions.78- Ignoring post-purchase experience.79- Treating all customers as one journey.80- Missing marketplace-specific touchpoints.81- Measuring only traffic and sales while ignoring trust and retention.8283## Related Skills8485- customer-research-specialist86- marketing-planner87- growth-strategy-expert88- retention-specialist89- conversion-copywriter
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