# Customer Journey Mapper

> Map complete customer journeys from awareness to advocacy with touchpoints and optimization. TRIGGERS - Use when user wants to map customer experience, design funnels, or optimize the buyer journey.

- Skill: `winbda/customer-journey-mapper` (Agent Skill)
- Install (CLI): `npx skillmds add winbda/customer-journey-mapper`
- Raw SKILL.md: https://api.skillmd.com/api/skills/winbda/customer-journey-mapper/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: Winbda (https://skillmd.com/u/winbda)
- Updated: 2026-09-08
- Page: https://skillmd.com/skills/winbda/customer-journey-mapper

---


# Customer Journey Mapper

## Overview
Maps the complete customer journey from first touch to repeat purchase and advocacy, identifying key touchpoints, emotions, and optimization opportunities.

## Workflow

### Step 1: Define the Journey
1. **Customer persona**: Who is taking this journey?
2. **Product/service**: What are they buying?
3. **Sales cycle**: How long from awareness to purchase?
4. **Channels**: Where do they discover and interact with you?

### Step 2: Map the Stages

| Stage | Goal | Key Question |
|-------|------|-------------|
| **Awareness** | They know you exist | "How do they find me?" |
| **Consideration** | They're evaluating options | "Why should they choose me?" |
| **Decision** | They're ready to buy | "What pushes them over the edge?" |
| **Onboarding** | First experience after buying | "How do I deliver the 'aha moment'?" |
| **Retention** | They keep coming back | "How do I keep them engaged?" |
| **Advocacy** | They refer others | "How do I turn them into promoters?" |

### Step 3: Detail Each Stage

For each stage, document:
- **Touchpoints**: Where they interact with you
- **Actions**: What they do
- **Thoughts**: What they're thinking
- **Emotions**: How they feel (😊 → 😐 → 😤)
- **Pain points**: What frustrates them
- **Opportunities**: How to improve the experience
- **Content needed**: What content serves them here
- **Metrics**: How to measure success at this stage

## Output Format

```markdown
# Customer Journey Map: [Persona Name]

## Persona Summary
- **Name**: [persona name]
- **Role**: [job title / situation]
- **Goal**: [what they want to achieve]
- **Main frustration**: [primary pain point]

## Journey Overview

| Stage | Touchpoints | Emotion | Key Metric |
|-------|------------|---------|------------|
| Awareness | [channels] | 😐 Curious | Impressions, reach |
| Consideration | [channels] | 🤔 Evaluating | Email signups, content engagement |
| Decision | [channels] | 😰 Anxious | Proposals sent, demo bookings |
| Onboarding | [channels] | 😊 Excited | Activation rate |
| Retention | [channels] | 😌 Satisfied | Retention rate, NPS |
| Advocacy | [channels] | 🤩 Loyal | Referrals, reviews |

---

## Stage 1: Awareness
**Duration**: [typical timeframe]

### Touchpoints
- [Touchpoint 1]: [what happens]
- [Touchpoint 2]: [what happens]

### Customer Thinking
> "[Internal dialogue at this stage]"

### Pain Points
- [Frustration 1]
- [Frustration 2]

### Opportunities
- [Improvement 1]
- [Improvement 2]

### Content Needed
- [Content type]: [purpose]

### Success Metrics
- [Metric]: [target]

[Repeat for each stage...]

---

## Gap Analysis
| Gap | Impact | Fix | Priority |
|-----|--------|-----|----------|
| [Gap 1] | [impact] | [solution] | High |
| [Gap 2] | [impact] | [solution] | Medium |

## Quick Wins (This Week)
1. [Action 1]
2. [Action 2]
3. [Action 3]
```

## Quality Checklist
- [ ] All 6 stages mapped
- [ ] Emotions tracked at each stage
- [ ] Pain points identified with solutions
- [ ] Content gaps identified
- [ ] Metrics defined per stage
- [ ] Quick wins provided