LoopyLuci Customer Journey Mapping
Mapping customer journeys to understand experiences, identify pain points, and optimize touchpoints across the entire customer lifecycle.
When to Use
- Understanding the end-to-end customer experience
- Identifying friction points in the customer journey
- Designing omnichannel customer experiences
- Aligning teams around customer-centric improvements
- Improving conversion, retention, and satisfaction
Journey Map Template
from typing import Dict, List
from datetime import timedelta
class JourneyMap:
"""Build and analyze customer journey maps."""
STAGES = ['Awareness', 'Consideration', 'Decision', 'Onboarding', 'Adoption', 'Expansion', 'Advocacy']
def __init__(self, persona: str, scenario: str):
self.persona = persona
self.scenario = scenario
self.stages = []
def add_stage(self, name: str, goals: List[str], touchpoints: List[str],
emotions: str, pain_points: List[str], opportunities: List[str]):
self.stages.append({
'name': name, 'goals': goals, 'touchpoints': touchpoints,
'emotions': emotions, 'pain_points': pain_points,
'opportunities': opportunities,
})
def generate_report(self) -> str:
report = f"🗺️ Customer Journey: {self.persona} — {self.scenario}\n" + "=" * 50 + "\n"
for stage in self.stages:
report += f"\n## {stage['name']}\n"
report += f"Goals: {', '.join(stage['goals'][:2])}\n"
report += f"Emotions: {stage['emotions']}\n"
report += f"Pain Points: {', '.join(stage['pain_points'][:3])}\n"
report += f"Opportunities: {', '.join(stage['opportunities'][:2])}\n"
return report
Common Pitfalls
- Internal view, not customer view — mapping what you THINK customers do, not what they actually do
- Too many touchpoints — focus on moments that matter, not every micro-interaction
- No emotional journey — customer experience is emotional; chart feelings, not just actions
- Static one-time map — customer journeys evolve; update quarterly
- No ownership — journey improvements need owners, or nothing changes
Verification Checklist
- Persona-based journey (not generic)
- Emotional journey charted (highs and lows)
- Pain points identified per stage
- Moments of truth identified (make-or-break touchpoints)
- Opportunities prioritized by impact and effort
- Journey shared with cross-functional team
- Ownership assigned for key improvements