user-journey-mapping

name	user-journey-mapping
description	Use when improving a customer, employee, partner, or stakeholder experience across a process or lifecycle. Use when applying the User Journey Mapping consulting method and when a user asks for User Journey Mapping, method execution, structured diagnosis, or action planning.
license	Apache-2.0

User Journey Mapping

Use this skill to run User Journey Mapping as a practical consulting method, not as a generic framework explanation.

Method Notes

• Map one persona or segment through a timeline to accomplish one goal.
• Include actions, touchpoints, thoughts, emotions, pain points, and opportunities.

Required Inputs

Collect or infer these inputs before execution:

• persona or user segment
• journey scope
• known touchpoints
• pain points and evidence

If an input is missing, do not block automatically. Mark it as missing, state the assumption used, and add a validation action.

When Not To Use

Do not combine unrelated segments, goals, and journeys in one map. A journey map needs a defined user, context, goal, and evidence; it is not a substitute for an internal process map.

Adjacent Methods

• jobs-to-be-done: why the customer seeks progress.
• empathy-map: a focused actor snapshot.
• service-blueprint: backstage processes and systems.

Step-by-Step Execution

Step	Required input	How to execute	Output
Define persona and goal	User segment, goal, scenario, start/end points.	Choose one journey for one user type.	Journey scope.
Map stages	Timeline, observed steps, channels.	Lay out chronological stages from trigger to outcome.	Journey stage map.
Add touchpoints and emotions	User actions, touchpoints, thoughts, feelings, evidence.	Fill each stage with actions, touchpoints, thoughts, emotions, and evidence.	Detailed journey map.
Find pain points and moments	Detailed map.	Identify friction, unmet needs, trust moments, and drop-off risks.	Pain point and opportunity list.
Prioritize interventions	Pain points, business owners, impact, effort.	Choose changes and validation signals by stage.	Journey improvement plan.

Output Template

### 1. Persona, Goal, And Journey
Persona / segment:
Goal:
Trigger:
Start / end:
Evidence sources:

### 2. Journey Map
| Stage | Action | Touchpoint | Thought / emotion | Evidence |
|---|---|---|---|---|
|  |  |  |  |  |

### 3. Moments That Matter
| Stage | Friction / trust moment | Impact | Root evidence | Owner |
|---|---|---|---|---|
|  |  |  |  |  |

### 4. Intervention And Validation
| Change | Owner | Timing | User signal | Business guardrail |
|---|---|---|---|---|
|  |  |  |  |  |

### Evidence And Next Decision
- Confirmed facts:
- Assumptions:
- Missing evidence:
- Next action, owner, and timing:
- Expected signal and decision threshold:

Quality Gate

• Produce the method-specific outputs for Persona, Goal, And Journey, Journey Map, Moments That Matter; do not substitute a generic framework summary.
• Tie every material score, causal claim, or stakeholder judgment to evidence or label it as an assumption.
• Include at least one disconfirming check, sensitivity, alternative explanation, or failure condition appropriate to the method.
• Convert the result into a named action or decision with an owner or stakeholder, timing, and observable signal.
• State missing inputs and the smallest validation action instead of inventing precision.
• Keep wording professional and plain enough that a smart non-specialist can use the output directly.