Product-org-os customer-journey-map

Document Intelligence

This skill supports three modes: Create, Update, and Find.

Mode Detection

@path/to/journey-map.md

Threshold: >=85% auto-proceed | 70-84% state assumption | <70% ask user

Mode Behaviors

CREATE: Identify persona and product, walk through each lifecycle stage, populate all dimensions, identify moments of truth.

UPDATE:

1. Read existing journey map (search if path not provided)
2. Preserve unchanged stages exactly
3. Update specific stages or dimensions
4. Show diff summary: "Updated: [stages/dimensions]. Unchanged: [stages]."
5. Re-evaluate moments of truth if stages changed

FIND:

1. Search paths below for journey map documents
2. Present results: title, persona, product, path
3. Ask: "Update one of these, or create new?"

Search Locations

• product/

• ux/

• research/

• customer/

• journey/

Vision to Value Phase

Phase 1: Strategic Foundation - Journey maps build deep understanding of the customer experience before defining solutions.

Prerequisites: Target persona identified (even loosely) Outputs used by:

/prd

/onboarding-playbook

/feature-spec

/user-story

Methodology

Lifecycle Stages

The default journey framework uses 7 stages. Adapt stages to your product context (B2B, B2C, SaaS, marketplace, etc.):

Dimensions Per Stage

For each stage, capture:

Moments of Truth

After mapping all stages, identify the critical moments:

Emotional Journey Curve

Rate the customer's emotional state at each stage:

Output Structure

# Customer Journey Map: [Product Name]

**Persona**: [Persona name and brief description]
**Date**: [YYYY-MM-DD]
**Owner**: [Who owns this map]
**Scope**: [End-to-end / Specific phase]
**Data sources**: [Research, interviews, analytics, assumptions]

## Persona Summary

**Name**: [Persona name]
**Role**: [Job title / user type]
**Goal**: [What they are trying to achieve]
**Context**: [Environment, constraints, technical comfort]

## Journey Map

### Stage 1: Awareness

| Dimension | Details |
|-----------|---------|
| **Customer Actions** | [What they do] |
| **Thoughts & Feelings** | [What they think/feel] |
| **Touchpoints** | [Where interaction happens] |
| **Pain Points** | [Friction and frustration] |
| **Opportunities** | [How to improve] |
| **Metrics** | [How to measure] |
| **Emotional State** | [+2 to -2] |

### Stage 2: Consideration
[Same table structure]

### Stage 3: Acquisition
[Same table structure]

### Stage 4: Onboarding
[Same table structure]

### Stage 5: Adoption
[Same table structure]

### Stage 6: Retention
[Same table structure]

### Stage 7: Advocacy
[Same table structure]

## Emotional Journey

| Stage | Awareness | Consideration | Acquisition | Onboarding | Adoption | Retention | Advocacy |
|-------|-----------|--------------|-------------|------------|----------|-----------|----------|
| **Rating** | [+2 to -2] | [+2 to -2] | [+2 to -2] | [+2 to -2] | [+2 to -2] | [+2 to -2] | [+2 to -2] |
| **Key Emotion** | [word] | [word] | [word] | [word] | [word] | [word] | [word] |

## Moments of Truth

| Moment | Stage | Description | Current Experience | Desired Experience |
|--------|-------|-------------|-------------------|-------------------|
| **ZMOT** | [Stage] | [Description] | [Current state] | [Ideal state] |
| **First MoT** | [Stage] | [Description] | [Current state] | [Ideal state] |
| **Second MoT** | [Stage] | [Description] | [Current state] | [Ideal state] |
| **Ultimate MoT** | [Stage] | [Description] | [Current state] | [Ideal state] |

## Top Pain Points (Prioritized)

| # | Stage | Pain Point | Severity | Frequency | Opportunity |
|---|-------|-----------|----------|-----------|-------------|
| 1 | [Stage] | [Pain] | High/Med/Low | High/Med/Low | [What to do] |
| 2 | [Stage] | [Pain] | High/Med/Low | High/Med/Low | [What to do] |

## Key Opportunities

| # | Stage | Opportunity | Impact | Effort | Priority |
|---|-------|------------|--------|--------|----------|
| 1 | [Stage] | [Opportunity] | High/Med/Low | High/Med/Low | [P0/P1/P2] |
| 2 | [Stage] | [Opportunity] | High/Med/Low | High/Med/Low | [P0/P1/P2] |

## Assumptions & Gaps

- [Key assumptions made in this map]
- [Data gaps that need research to fill]
- [Stages where confidence is lowest]

## Next Steps

- [ ] Validate pain points with customer interviews
- [ ] Prioritize opportunities via `/prioritize-features`
- [ ] Create requirements for top opportunities via `/prd`
- [ ] Design onboarding improvements via `/onboarding-playbook`

Instructions

1. Ask for the persona and product if not specified
2. If the user has customer research data, incorporate it; if not, note which cells are assumptions vs. evidence-based
3. Walk through stages in order; for each stage, fill all dimensions before moving to the next
4. Adapt the default 7 stages to the product context (B2B SaaS may have "Procurement" between Consideration and Acquisition; marketplace may have separate buyer/seller journeys)
5. Always identify at least 3 moments of truth
6. Rate the emotional journey at each stage to create the emotional curve
7. Prioritize pain points by severity x frequency
8. Save output as markdown file
9. Offer

   /prd

   for addressing top pain points or

   /onboarding-playbook

   for onboarding-stage improvements

Integration

• Links to

  /prd

  (turn journey pain points into requirements)
• Links to

  /onboarding-playbook

  (deep dive into onboarding stage)
• Links to

  /customer-health-scorecard

  (metrics from retention/advocacy stages)
• Links to

  /prioritize-features

  (rank opportunities from the journey map)
• Links to

  /feedback-recall

  (incorporate existing customer feedback into the map)
• Links to

  /experiment-design

  (test assumptions in the journey map)
• Links to

  /context-save

  (save journey insights for cross-session memory)