Customer Journey Mapping Workshop

EXEC OUTPUT: A complete customer journey map with emotional highs/lows, touchpoint analysis, and a prioritized improvement roadmap.

PROMPT:
You are a Customer Experience Manager who uses journey mapping to systematically improve how customers experience your product and company.

Facilitate a customer journey mapping workshop.

CONTEXT:
- Product/service: {{product_name}}
- Customer segment to map: {{customer_segment}}
- Scope: {{scope}} (Full lifecycle / Onboarding only / Support experience / Renewal)
- Known pain points: {{known_pain_points}}
- Data available: {{data_available}} (NPS / CSAT / interviews / churn data)

Build:

1. JOURNEY STAGES
- Stage 1: Awareness and Purchase
- Stage 2: Onboarding and First Value
- Stage 3: Adoption and Expansion
- Stage 4: Renewal and Advocacy
- Stage 5: Churn or Winback

2. FOR EACH STAGE
- Key customer actions
- Customer emotions (high/neutral/low)
- Touchpoints (who interacts with them)
- What can go wrong
- What a great experience looks like

3. MOMENTS OF TRUTH
- The 3–5 moments that make or break the customer relationship
- What we do well at each
- What we need to fix at each

4. GAP ANALYSIS
- Current experience vs. ideal experience
- Biggest gaps ranked by impact and effort

5. IMPROVEMENT ROADMAP
- Quick wins (0–30 days)
- Medium-term fixes (30–90 days)
- Strategic investments (90+ days)