# Customer Journey Mapping Skill > Customer journey mapping from awareness to advocacy, with touchpoints, emotions, pain points, and improvements. Start free in seconds. - Canonical: https://nanoskill.ai/skills/customer-journey-mapping-skill - Markdown: https://nanoskill.ai/skills/customer-journey-mapping-skill.md - Author: phuryn - Published: 2026-11-12T03:30:00.000Z - Updated: 2026-11-12T10:08:10.296Z - Language: en - Source type: github - Popularity signal: 25812 ## Sources - https://github.com/phuryn/pm-skills/tree/main/pm-market-research/skills/customer-journey-map ## Install ```shell npx skills add https://github.com/phuryn/pm-skills/tree/main/pm-market-research/skills/customer-journey-map ``` ## About Customer journey mapping helps product managers, UX researchers, and founders visualize the end-to-end experience from awareness to advocacy. This skill turns interview transcripts, survey data, analytics, and support tickets into a structured journey map with touchpoints, emotions, pain points, and improvement opportunities, so teams can spot friction and prioritize fixes. Unlike a generic user flow, the skill builds around a jobs-to-be-done persona and documents each stage from consideration to retention. It captures critical moments such as aha moments and churn triggers, then ranks pain points by impact on conversion and retention, separating quick wins from deeper strategic investments. Use it when you need to improve onboarding, reduce churn, or align stakeholders on the customer experience. Marketing teams can find conversion barriers in acquisition, product managers can fix activation drop-offs, and UX researchers can prepare workshop inputs for Miro or FigJam. ## Key features - **End-to-end stage mapping**: Covers awareness, consideration, acquisition, onboarding, engagement, retention, and advocacy for a complete customer journey mapping view. - **Emotion and friction analysis**: Records user emotions, pain points, and critical moments such as aha moments and churn triggers to reveal where drop-off happens. - **Persona-driven perspective**: Uses a jobs-to-be-done persona instead of a generic user so the map reflects real motivations and decisions. - **Prioritized improvement recommendations**: Ranks pain points by conversion and retention impact, separating quick wins from higher-investment strategic changes. - **Flexible source ingestion**: Reads interview transcripts, surveys, analytics, support tickets, or researches a product URL with web search before building the map. ## Use cases - **Map onboarding friction**: Product managers use customer journey mapping to spot where new users stall between signup and first value. - **Improve conversion by stage**: Marketing teams identify which touchpoints and user questions influence consideration and acquisition. - **Prioritize retention fixes**: Customer success teams focus on churn triggers and moments of truth that keep users from returning. - **Prepare visual workshop inputs**: UX researchers turn the structured journey analysis into Miro or FigJam journey map workshops. ## Result preview See seven stages with emotion scores, three decision forks, and where the product causes anxiety. ![the demo of customer journey mapping skill](https://file.nanoskill.ai/customer-journey-mapping-skill-demo-1.png) ![the demo of customer journey mapping skill](https://file.nanoskill.ai/customer-journey-mapping-skill-demo-2.png) ![the demo of customer journey mapping skill](https://file.nanoskill.ai/customer-journey-mapping-skill-demo-3.png) ![the demo of customer journey mapping skill](https://file.nanoskill.ai/customer-journey-mapping-skill-demo-4.png) ## Result walkthrough ### Install Add the Customer Journey Map Skill to your AI agent. ![the step of customer journey mapping skill](https://file.nanoskill.ai/customer-journey-mapping-skill-step-1.png) ### Name a Specific Persona Give it your product and one persona with JTBD — not a generic user. ![the step of customer journey mapping skill](https://file.nanoskill.ai/customer-journey-mapping-skill-step-2.png) ### Get Your Journey Map Receive seven stages, an emotion curve, critical moments, and ranked fixes. ![the step of customer journey mapping skill](https://file.nanoskill.ai/customer-journey-mapping-skill-step-3.png) ## Skill definition ## Customer Journey Map Map the end-to-end customer experience from awareness through advocacy, identifying emotions, pain points, and improvement opportunities at each stage. ### Context You are creating a customer journey map for **$ARGUMENTS**. If the user provides files (interview transcripts, survey data, analytics, support tickets, or existing journey maps), read them first. Use web search to understand the product if a URL is provided. ### Instructions 1. **Define the persona**: Who is traveling this journey? Use a specific persona with JTBD, not a generic user. 2. **Map the journey stages** (adapt to the product): | Stage | Description | |---|---| | **Awareness** | How do they first learn about the product? | | **Consideration** | What do they evaluate? What alternatives do they compare? | | **Acquisition** | How do they sign up or purchase? | | **Onboarding** | First experience with the product — time to value | | **Engagement** | Regular usage — building habits | | **Retention** | What keeps them coming back? What might cause churn? | | **Advocacy** | When and why do they recommend the product to others? | 3. **For each stage, document**: - **Touchpoints**: Where the user interacts with the product, brand, or team (website, email, in-app, support, social media) - **User actions**: What they do at this stage - **Thoughts & questions**: What's on their mind ("Is this worth my time?" "How do I...?") - **Emotions**: How they feel (excited, confused, frustrated, delighted) — rate on a scale or use emoji indicators - **Pain points**: Friction, confusion, drop-off risks - **Opportunities**: How to improve the experience at this point 4. **Identify critical moments**: - **Aha moment**: When the user first experiences core value - **Moments of truth**: Decision points where they commit or abandon - **Churn triggers**: Where users most commonly drop off 5. **Create the journey map table**: | Stage | Touchpoint | User Action | Emotion | Pain Point | Opportunity | |---|---|---|---|---|---| 6. **Recommend prioritized improvements**: - Which pain points have the highest impact on conversion or retention? - What quick wins can improve the experience immediately? - What requires deeper investment but has the biggest payoff? Think step by step. Save as a markdown document. For visual journey maps, suggest the user create one in Miro or FigJam using this analysis as the foundation. --- ### Further Reading - [User Journey Mapping 101](https://www.productcompass.pm/p/user-journey-mapping-101) - [Funnel Analysis 101: How to Track and Optimize Your User Journey](https://www.productcompass.pm/p/funnel-analysis) - [Market Research: Advanced Techniques](https://www.productcompass.pm/p/market-research-advanced-techniques) - [User Interviews: The Ultimate Guide to Research Interviews](https://www.productcompass.pm/p/interviewing-customers-the-ultimate) ## FAQ ### What is customer journey mapping? Customer journey mapping is the process of documenting how a persona moves through stages like awareness, consideration, acquisition, onboarding, engagement, retention, and advocacy, including their touchpoints, emotions, pain points, and opportunities. ### How does this skill create a customer journey map? The skill first defines a jobs-to-be-done persona, then reads any files you provide or researches a product URL, maps each stage, documents touchpoints, actions, thoughts, emotions, pain points, and opportunities, and identifies critical moments like aha moments and churn triggers before recommending prioritized improvements. ### What inputs do I need to provide? You can provide interview transcripts, survey data, analytics, support tickets, or existing journey maps. If you do not have files, you can share a product URL and the skill can use web search to understand the product. ### Does it identify aha moments and churn triggers? Yes, the skill explicitly identifies the aha moment when a user first experiences core value, moments of truth where they commit or abandon, and churn triggers where users commonly drop off. ### What output format does the skill produce? It saves a structured markdown document with a journey map table showing stage, touchpoint, user action, emotion, pain point, and opportunity, plus prioritized improvement recommendations. For visual maps, it suggests creating one in Miro or FigJam using the analysis. ### Is this skill free to use? Yes, the source repository is available under the MIT license, so you can use and adapt the skill for free.