customer-journey-mapping-workshop

Facilitate a structured workshop to map customer journeys, identify pain points, and align teams on experience improvements. 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. 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. Use workshop-facilitation as the default interaction protocol for this skill. It defines: This file defines the domain-specific assessment content. If there is a conflict, follow this file's domain logic.