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Customer Journey Mapping

Map end-to-end customer journey with touchpoints, emotions, pain points, and opportunities

Complexity: Complex | Duration: 30m+ | Category: Research/Intelligence

Tags: journey-mapping customer-experience UX-research touchpoint-analysis CX-optimization

Workflow Diagram​

Steps​

Step 1: Persona selection​

Agent: research

agent - Select persona(s) for journey mapping

Step 2: Stage definition​

Agent: research

agent - Define journey stages (awareness, consideration, purchase, retention, advocacy)

Step 3: Touchpoint identification​

Agent: research

agent - Identify all touchpoints across channels (web, email, support, product)

Step 4: Data collection​

Agent: research

agent - Collect data from analytics, interviews, support tickets, surveys

Step 5: Action mapping​

Agent: research

agent - Map customer actions, thoughts, emotions at each stage

Step 6: Pain point identification​

Agent: research

agent - Identify friction points and drop-off areas

Step 7: Opportunity discovery​

Agent: content

marketing - Identify opportunities to improve experience

Step 8: Visualization​

Agent: frontend

developer - Create visual journey map with swim lanes and emotional journey

Step 9: Workshop​

Agent: project

manager - Facilitate journey mapping workshop with stakeholders

Step 10: Action planning​

Agent: project

manager - Prioritize improvements and assign owners

Usage​

To execute this workflow:

/workflow research/intelligence/customer-journey-mapping.workflow

See other workflows in this category for related automation patterns.