nandanosql Purpose
Guide a team through creating a customer journey map step-by-step. This interactive skill asks adaptive questions to build a complete journey map — from persona selection through stage mapping, pain point identification, and opportunity prioritization.
Key Concepts
Workshop Flow
This workshop uses 6-8 adaptive turns to build the journey map collaboratively:
- Select & confirm the persona
- Define the journey scope (start → end)
- Map stages (actions, touchpoints)
- Capture emotions and thoughts at each stage
- Identify pain points and moments of truth
- Prioritize improvement opportunities
- Define next actions
Facilitation Protocol
Use skills/communication/workshop-facilitation/SKILL.md as the interaction protocol:
- One question per turn with enumerated options
- Progress labels (e.g., "Stage 3/7: Pain Points")
- Context dump bypass: user can paste existing research to skip context questions
- Best guess mode: agent fills in reasonable defaults for fast iteration
Application
Turn 1: Select Persona
Agent asks: "Who is this journey map for? Choose an existing persona or describe one."
Options:
- [If personas are available, list them]
- "Let me describe the persona now"
- "Use a generic user for now — we'll refine later"
Turn 2: Define Scope
Agent asks: "What's the start and end point of this journey?"
Options:
- Full lifecycle — First awareness through advocacy/churn
- Acquisition focused — Discovery through first purchase
- Onboarding focused — Sign-up through first value
- Retention focused — Active use through renewal/churn
- Custom — Define your own start and end points
Turn 3-5: Map Each Stage
For each stage within scope, agent asks:
Agent asks: "Let's map [Stage Name]. What does [Persona] do here?"
Prompts for each stage:
- "What actions does [Persona] take?"
- "What channels or touchpoints are involved?"
- "What are they thinking at this moment?"
- "How are they feeling? (positive/neutral/frustrated/angry)"
Turn 6: Pain Points & Moments of Truth
Agent asks: "Looking at the full journey, where are the biggest friction points?"
Prompts:
- "Which stage has the most drop-off or frustration?"
- "Are there any 'make or break' moments?"
- "Where does [Persona] consider abandoning the journey entirely?"
Turn 7: Opportunities
Agent asks: "Based on the pain points, what are 3-5 opportunities to improve the experience?"
Agent ranks based on:
- Impact (high/medium/low)
- Effort (high/medium/low)
- Priority (recommended order)
Output: Complete Journey Map
Agent generates a complete journey map document following the format in skills/discovery/customer-journey-map/SKILL.md.
Quality Rubric
| Dimension | 0 (Missing) | 1 (Partial) | 2 (Excellent) |
|---|---|---|---|
| Persona Grounding | Generic "user" | Named but vague | Specific persona with context |
| Stage Coverage | 1-2 stages only | Most stages | Full lifecycle with transitions |
| Evidence Level | All assumptions | Some data | Mix of data + tagged assumptions |
| Pain Points | Not identified | Listed but unranked | Ranked by severity + frequency |
| Actionability | No next steps | Generic improvements | Prioritized opportunities with owners |
Common Pitfalls
Pitfall 1: Workshop Without Data
Fix: Bring analytics, support tickets, and interview quotes. Pure-assumption maps are decorative, not useful.
Pitfall 2: Only Mapping the Happy Path
Fix: Explicitly ask "Where does this break?" at each stage. Include failure paths and edge cases.
References
Related Skills
skills/discovery/customer-journey-map/SKILL.md— Template and format guideskills/discovery/proto-persona/SKILL.md— Input: persona definitionskills/communication/workshop-facilitation/SKILL.md— Facilitation protocol
Skill type: Interactive Domain: Discovery & Research