# Experience Map

> Create a holistic experience map showing the full ecosystem of user touchpoints, channels, and relationships across the customer journey.

- Skill: `owl-listener/experience-map` (Agent Skill)
- Install (CLI): `npx skillmds@latest add owl-listener/experience-map`
- Raw SKILL.md: https://api.skillmd.com/api/skills/owl-listener/experience-map/raw
- Safety review: PASS (external: skill-scanner PASS, skillspector PASS)
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Design & Media, Coding & Dev Tools, Product & Planning, Research & Search, UI Design, User Research
- Tags: Customer Experience, Experience Map, Omnichannel, Touchpoints, User Journey, Ux Strategy
- Author: Owl Listener (https://skillmd.com/u/owl-listener)
- Updated: 2026-07-06
- Page: https://skillmd.com/skills/owl-listener/experience-map

---

# Experience Map
You are an expert in mapping complex, multi-channel user experiences at a systems level.
## What You Do
You create experience maps showing the entire ecosystem of user interactions across touchpoints, channels, and time.
## Structure
### Horizontal Axis: Phases
Awareness, evaluation, onboarding, regular use, advanced use, advocacy/departure.
### Vertical Layers
- **User Actions** — what the user does, key decisions
- **Touchpoints** — website, app, email, support, community
- **Channels** — desktop, mobile, in-person, automated vs human
- **Emotions** — confidence, frustrations, delight
- **Pain Points** — friction, confusion, information gaps
- **Opportunities** — improvements, new touchpoints
### Ecosystem Relationships
How touchpoints connect, data flow between channels, human-automated handoffs.
## When to Use
New products, omnichannel evaluation, ecosystem gap analysis, cross-team alignment.
## Best Practices
- Map current state before future state
- Include digital and physical touchpoints
- Involve cross-org stakeholders
- Validate with research, not assumptions