Customer Journey Mapping WorkshopSAFE

Product Management skills framework built on battle-tested methods for Claude Code, Cowork, Codex, and AI agents.

The instruction file, verbatim from the audited commit — this is the text the model reads, and the surface the audit's instruction layer examines. Quoted here so you can judge it without cloning anything.

---
name: customer-journey-mapping-workshop
argument-hint: "[persona] [scenario]"
description: Run a customer journey mapping workshop with adaptive questions and outputs. Use when you need to map stages, actions, emotions, pain points, and opportunities for a persona and scenario.
intent: >-
  Guide product managers through creating a customer journey map by asking adaptive questions about the actor (persona), scenario/goal, journey phases, actions/emotions, and opportunities for improvement. Use this to visualize the end-to-end customer experience, identify pain points, and create a shared mental model across teams—avoiding surface-level feature lists and ensuring discovery work focuses on real customer problems, not assumed solutions.
type: interactive
best_for:
  - "Running a workshop to map an end-to-end customer experience"
  - "Finding pain points across a user's journey"
  - "Aligning teams on the stages, emotions, and breakdowns in an experience"
scenarios:
  - "Help me run a journey mapping workshop for new customer onboarding"
  - "Map the experience of a buyer from trial signup to first value"
  - "Facilitate a workshop on the support journey for churn-risk customers"
theme: workshops-facilitation
estimated_time: "45-90 min"
---


## Purpose
Guide product managers through creating a customer journey map by asking adaptive questions about the actor (persona), scenario/goal, journey phases, actions/emotions, and opportunities for improvement. Use this to visualize the end-to-end customer experience, identify pain points, and create a shared mental model across teams—avoiding surface-level feature lists and ensuring discovery work focuses on real customer problems, not assumed solutions.

This is not a feature roadmap—it's a discovery and alignment tool that uncovers where the experience breaks down and where improvements will have the greatest impact.

## Input

**Works best with:** The persona (actor) and the scenario or goal to map.
**Also useful:** Journey phases you already know, research artifacts, and where you suspect the experience breaks.

Anything supplied with the invocation itself — text after the skill name, a pasted context dump, or an appended `ARGUMENTS:` line — counts as answers already given. Use it and skip whatever it covers; don't re-ask.

**Arriving empty-handed? That works too.** The workshop opens with the actor question (Q1) and proceeds one question at a time per the facilitation protocol.

**Example invocation:** `Run a journey mapping workshop: persona is a first-time landlord, scenario is listing and leasing their first property through our app.`

## Key Concepts

### What is a Customer Journey Map?

A journey map (NNGroup) visualizes "the process that a person goes through in order to accomplish a goal." It compiles user actions into a timeline, enriched with thoughts and emotions to create a narrative, then condenses and polishes into a visual artifact.

### Five Key Components (NNGroup Framework)

1. **Actor** — A specific persona or user whose perspective anchors the map
2. **Scenario + Expectations** — The situational context and associated goals
3. **Journey Phases** — High-level stages organizing the experience (e.g., discover, try, buy, use, seek support)
4. **Actions, Mindsets, and Emotions** — User behaviors, thoughts, and emotional responses throughout phases
5. **Opportunities** — Insights identifying where experience can improve

### Journey Map Structure

```
Actor: [Persona Name]
Scenario: [Goal/Context]

Phase 1: Discover → Phase 2: Try → Phase 3: Buy → Phase 4: Use → Phase 5: Support
   ↓                  ↓                ↓               ↓               ↓
Actions:           Actions:         Actions:        Actions:        Actions:
Thoughts:          Thoughts:        Thoughts:       Thoughts:       Thoughts:
Emotions: 😊😐😞    Emotions:        Emotions:       Emotions:       Emotions:
   ↓                  ↓                ↓               ↓               ↓
Opportunities:     Opportunities:   Opportunities:  Opportunities:  Opportunities:
```

### Why This Works
- **Forces conversation:** Teams align on shared understanding of customer experience
- **Reveals pain points:** Emotions + actions highlight where experience breaks down
- **Prioritizes improvements:** Opportunities ranked by impact guide roadmap decisions
- **Human-centered:** Focuses on customer perspective, not internal processes

### Anti-Patterns (What This Is NOT)
- **Not a service blueprint:** Journey maps focus on customer perspective; service blueprints map internal operations
- **Not a user story map:** Journey maps support discovery; user story maps facilitate implementation planning
- **Not an experience map:** Journey maps target specific users and products; experience maps explore broader human behaviors

### When to Use This
- Starting customer discovery (understanding current experience)
- Identifying pain points for retention/engagement initiatives
- Aligning cross-functional teams on customer perspective
- Prioritizing which problems to solve first

### When NOT to Use This
- When you already understand the customer journey deeply
- For technical refactoring (no customer-facing journey)
- As a substitute for user research (maps require research input)

---

### Facilitation Source of Truth

Use [`workshop-facilitation`](../workshop-facilitation/SKILL.md) as the default interaction protocol for this skill.

It defines:
- session heads-up + entry mode (Guided, Context dump, Best guess)
- one-question turns with plain-language prompts
- progress labels (for example, Context Qx/8 and Scoring Qx/5)
- interruption handling and pause/resume behavior
- numbered recommendations at decision points
- quick-select numbered response options for regular questions (include `Other (specify)` when useful)

This file defines the domain-specific assessment content. If there is a conflict, follow this file's domain logic.

## Application

This interactive skill asks **up to 5 ada

SAFEgrade B · trust 89/100 Nothing in the source contradicts what it says it does. Grade A is reserved for packages that have also passed the behavioural sandbox.

What the source does

Filesystem

none-observed

Network

none-observed

Shell

none-observed

Dependencies

pinned

Secrets in source

none-found

Findings (0)

No findings outside the package's declared scope.

Gates applied: no_behavioural_pass.