autodoc-agent-kit 1.0.0

package/src/modules/product/skills/customer-journey-mapping-workshop/SKILL.md

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+---
+name: customer-journey-mapping-workshop
+description: Run a customer journey mapping workshop with adaptive questions and outputs. Use when you need to map stages, actions, emotions, pain points, and opportunities for a persona and scenario.
+intent: >-
+  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.
+type: interactive
+best_for:
+  - "Running a workshop to map an end-to-end customer experience"
+  - "Finding pain points across a user's journey"
+  - "Aligning teams on the stages, emotions, and breakdowns in an experience"
+scenarios:
+  - "Help me run a journey mapping workshop for new customer onboarding"
+  - "Map the experience of a buyer from trial signup to first value"
+  - "Facilitate a workshop on the support journey for churn-risk customers"
+---
+
+
+## Purpose
+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.
+
+## Key Concepts
+
+### What is a Customer Journey Map?
+
+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.
+
+### Five Key Components (NNGroup Framework)
+
+1. **Actor** — A specific persona or user whose perspective anchors the map
+2. **Scenario + Expectations** — The situational context and associated goals
+3. **Journey Phases** — High-level stages organizing the experience (e.g., discover, try, buy, use, seek support)
+4. **Actions, Mindsets, and Emotions** — User behaviors, thoughts, and emotional responses throughout phases
+5. **Opportunities** — Insights identifying where experience can improve
+
+### Journey Map Structure
+
+```
+Actor: [Persona Name]
+Scenario: [Goal/Context]
+
+Phase 1: Discover → Phase 2: Try → Phase 3: Buy → Phase 4: Use → Phase 5: Support
+   ↓                  ↓                ↓               ↓               ↓
+Actions:           Actions:         Actions:        Actions:        Actions:
+Thoughts:          Thoughts:        Thoughts:       Thoughts:       Thoughts:
+Emotions: 😊😐😞    Emotions:        Emotions:       Emotions:       Emotions:
+   ↓                  ↓                ↓               ↓               ↓
+Opportunities:     Opportunities:   Opportunities:  Opportunities:  Opportunities:
+```
+
+### Why This Works
+- **Forces conversation:** Teams align on shared understanding of customer experience
+- **Reveals pain points:** Emotions + actions highlight where experience breaks down
+- **Prioritizes improvements:** Opportunities ranked by impact guide roadmap decisions
+- **Human-centered:** Focuses on customer perspective, not internal processes
+
+### Anti-Patterns (What This Is NOT)
+- **Not a service blueprint:** Journey maps focus on customer perspective; service blueprints map internal operations
+- **Not a user story map:** Journey maps support discovery; user story maps facilitate implementation planning
+- **Not an experience map:** Journey maps target specific users and products; experience maps explore broader human behaviors
+
+### When to Use This
+- Starting customer discovery (understanding current experience)
+- Identifying pain points for retention/engagement initiatives
+- Aligning cross-functional teams on customer perspective
+- Prioritizing which problems to solve first
+
+### When NOT to Use This
+- When you already understand the customer journey deeply
+- For technical refactoring (no customer-facing journey)
+- As a substitute for user research (maps require research input)
+
+---
+
+### Facilitation Source of Truth
+
+Use [`workshop-facilitation`](../workshop-facilitation/SKILL.md) as the default interaction protocol for this skill.
+
+It defines:
+- session heads-up + entry mode (Guided, Context dump, Best guess)
+- one-question turns with plain-language prompts
+- progress labels (for example, Context Qx/8 and Scoring Qx/5)
+- interruption handling and pause/resume behavior
+- numbered recommendations at decision points
+- quick-select numbered response options for regular questions (include `Other (specify)` when useful)
+
+This file defines the domain-specific assessment content. If there is a conflict, follow this file's domain logic.
+
+## Application
+
+This interactive skill asks **up to 5 adaptive questions**, offering **3-4 enumerated options** at each step.
+
+Interaction pattern: Pair with `skills/workshop-facilitation/SKILL.md` when you want a one-step-at-a-time flow with numbered recommendations at decision points and quick-select options for regular questions. If the user asks for a single-shot output, skip the multi-turn facilitation.
+
+---
+
+### Step 0: Gather Context (Before Questions)
+
+**Agent suggests:**
+
+Before we create your journey map, let's gather context:
+
+**Customer Research:**
+- User interviews, discovery notes, support tickets
+- Churn reasons, exit surveys, NPS feedback
+- Analytics data (drop-off points, feature usage)
+- Personas or proto-personas
+
+**Product Context:**
+- Website copy, product descriptions, positioning
+- Competitor journey maps or reviews (G2, Capterra)
+- Existing journey documentation (if any)
+
+**You can paste this content directly, or describe the customer experience briefly.**
+
+---
+
+### Question 1: Identify Actor (Persona)
+
+**Agent asks:**
+"Who is the actor for this journey map? (Which persona or user segment?)"
+
+**Offer 4 enumerated options:**
+
+1. **Primary persona** — "Your main target customer (e.g., 'small business owner')" (Most common starting point)
+2. **Secondary persona** — "A secondary user segment with different needs (e.g., 'enterprise admin' vs. 'end user')" (Use if primary persona already mapped)
+3. **High-churn persona** — "User segment with highest churn rate (e.g., 'trial users who don't convert')" (Good for retention initiatives)
+4. **Newly discovered persona** — "Emerging user segment from recent research (e.g., 'remote teams' post-COVID)" (Good for market expansion)
+
+**Or describe your specific persona.**
+
+**Adaptation:** Use personas from context (proto-personas, JTBD research, etc.)
+
+**User response:** [Selection or custom]
+
+---
+
+### Question 2: Define Scenario + Goal
+
+**Agent asks:**
+"What's the scenario and goal for this journey? (What is the actor trying to accomplish?)"
+
+**Offer 4 enumerated options:**
+
+1. **First-time use** — "New user onboarding, from discovery to activation" (Common for SaaS, apps)
+2. **Core workflow** — "Recurring task the user does regularly (e.g., 'create invoice,' 'run report')" (Common for established products)
+3. **Problem resolution** — "User encounters issue and seeks help (e.g., 'forgot password,' 'billing question')" (Good for support/retention)
+4. **Upgrade/expansion** — "Free user considering paid plan, or existing customer expanding usage" (Good for growth initiatives)
+
+**Or describe your specific scenario.**
+
+**User response:** [Selection or custom]
+
+**Agent extracts:**
+- **Actor:** [Persona from Q1]
+- **Scenario:** [Context from Q2]
+- **Goal:** [What actor is trying to accomplish]
+
+---
+
+### Question 3: Identify Journey Phases
+
+**Agent says:**
+"Let's break the journey into high-level phases (typically 4-6 phases from start to end)."
+
+**Agent generates 4-6 journey phases** based on scenario (Q2).
+
+**Example (if Scenario = "First-time use"):**
+
+```
+Journey Phases (left to right):
+
+1. Discover — User learns about product
+2. Evaluate — User researches, compares alternatives
+3. Try — User signs up, starts onboarding
+4. Activate — User reaches "aha moment," experiences value
+5. Use — User integrates product into workflow
+6. Expand — User considers upgrading or inviting team
+```
+
+**Agent asks:**
+"Do these phases capture the full journey? Should we add, remove, or rename phases?"
+
+**User response:** [Approve or modify]
+
+---
+
+### Question 4: Map Actions, Thoughts, Emotions per Phase
+
+**Agent says:**
+"Now let's map what the actor does, thinks, and feels in each phase."
+
+**Agent generates 3-5 actions, thoughts, and emotions per phase** based on context (Step 0) and scenario (Q2).
+
+**Example (for Phase 3: "Try — User signs up, starts onboarding"):**
+
+```
+Phase 3: Try (Onboarding)
+
+Actions:
+- Signs up with email
+- Receives welcome email
+- Logs in for the first time
+- Sees empty dashboard
+- Searches for "getting started" guide
+
+Thoughts:
+- "This looks promising, but I'm not sure where to start"
+- "Do I need to watch a tutorial video?"
+- "What's the first step?"
+
+Emotions:
+- Curious but uncertain 🤔
+- Slightly frustrated (no clear next step) 😕
+- Hopeful it will get easier 🙂
+
+Pain Points:
+- No onboarding checklist or guided tour
+- Empty state doesn't suggest next action
+- Too many options in navigation (overwhelming)
+```
+
+**Agent repeats for all journey phases**, showing full map.
+
+**Agent asks:**
+"Does this capture the customer experience accurately? Should we adjust actions, thoughts, or emotions?"
+
+**User response:** [Approve or modify]
+
+---
+
+### Question 5: Identify Opportunities (Pain Points to Address)
+
+**Agent says:**
+"Based on the journey map, let's identify opportunities for improvement—ranked by impact."
+
+**Agent generates 5-7 opportunities** (pain points with highest emotional intensity or drop-off rates).
+
+**Example:**
+
+```
+# Opportunities (Ranked by Impact)
+
+## 1. Onboarding lacks guided first steps (Phase 3: Try)
+**Pain Point:** Users see empty dashboard, don't know what to do first
+**Evidence:** 60% of signups don't complete first action within 24 hours
+**Opportunity:** Add interactive onboarding checklist ("Create your first project," "Invite a teammate")
+**Impact:** HIGH — Directly affects activation rate
+
+---
+
+## 2. Pricing page is confusing (Phase 2: Evaluate)
+**Pain Point:** Users don't understand which plan fits their needs
+**Evidence:** High bounce rate on pricing page (70% leave without signing up)
+**Opportunity:** Add plan comparison tool or "Which plan is right for me?" quiz
+**Impact:** HIGH — Directly affects trial conversion
+
+---
+
+## 3. Support is hard to find (Phase 5: Use)
+**Pain Point:** Users encounter issues, struggle to find help
+**Evidence:** Support tickets often say "I couldn't find an answer in docs"
+**Opportunity:** Add in-app help widget, contextual tooltips
+**Impact:** MEDIUM — Affects retention, but fewer users hit this phase
+
+---
+
+## 4. Email confirmations lack context (Phase 1: Discover)
+**Pain Point:** Marketing emails don't explain value clearly
+**Evidence:** Low click-through rate on email campaigns (5% vs. industry avg 15%)
+**Opportunity:** Rewrite emails with customer language, clear CTAs
+**Impact:** MEDIUM — Affects top-of-funnel awareness
+
+---
+
+## 5. Upgrade prompts feel pushy (Phase 6: Expand)
+**Pain Point:** Users perceive upgrade prompts as sales-y, not helpful
+**Evidence:** Negative sentiment in NPS comments ("too many upgrade popups")
+**Opportunity:** Show upgrade value contextually (when user hits free plan limit)
+**Impact:** LOW — Affects smaller user subset
+```
+
+**Agent asks:**
+"Do these opportunities align with your priorities? Which should we focus on first?"
+
+**User response:** [Selection or custom]
+
+---
+
+### Output: Customer Journey Map + Opportunity List
+
+After completing the flow, the agent outputs:
+
+```markdown
+# Customer Journey Map: [Scenario from Q2]
+
+**Actor:** [Persona from Q1]
+**Scenario:** [Context from Q2]
+**Goal:** [What actor is trying to accomplish]
+**Date:** [Today's date]
+
+---
+
+## Journey Phases
+
+[Phase 1] → [Phase 2] → [Phase 3] → [Phase 4] → [Phase 5] → [Phase 6]
+
+---
+
+## Full Journey Map
+
+### Phase 1: [Name]
+
+**Actions:**
+- [Action 1]
+- [Action 2]
+- [Action 3]
+
+**Thoughts:**
+- "[Quote 1]"
+- "[Quote 2]"
+
+**Emotions:**
+- [Emotion 1] 😊
+- [Emotion 2] 😐
+
+**Pain Points:**
+- [Pain point 1]
+- [Pain point 2]
+
+---
+
+### Phase 2: [Name]
+
+[...repeat structure for all phases...]
+
+---
+
+## Opportunities (Prioritized)
+
+### Opportunity 1: [Name] (HIGH IMPACT)
+**Phase:** [Journey phase]
+**Pain Point:** [Description]
+**Evidence:** [Data/research]
+**Proposed Solution:** [How to address]
+**Impact:** HIGH — [Rationale]
+
+---
+
+### Opportunity 2: [Name] (HIGH IMPACT)
+**Phase:** [Journey phase]
+**Pain Point:** [Description]
+**Evidence:** [Data/research]
+**Proposed Solution:** [How to address]
+**Impact:** HIGH — [Rationale]
+
+---
+
+[...continue for all opportunities...]
+
+---
+
+## Next Steps
+
+1. **Validate opportunities:** Use `discovery-interview-prep.md` to test hypotheses with customers
+2. **Prioritize fixes:** Use `prioritization-advisor.md` to choose which opportunities to tackle first
+3. **Create problem statements:** Use `problem-statement.md` to frame top opportunities
+4. **Build experiments:** Use `opportunity-solution-tree.md` to design solutions and POCs
+
+---
+
+**Ready to start addressing opportunities? Let me know if you'd like to refine the map or dive into a specific pain point.**
+```
+
+---
+
+## Examples
+
+### Example 1: Good Journey Map (SaaS Onboarding)
+
+**Q1 Response:** "Primary persona — Small business owner"
+
+**Q2 Response:** "First-time use — New user onboarding, from discovery to activation"
+
+**Q3 - Phases Generated:**
+```
+Discover → Evaluate → Try → Activate → Use → Expand
+```
+
+**Q4 - Phase 3 (Try) Mapped:**
+
+```
+Actions:
+- Signs up via Google SSO
+- Receives welcome email
+- Logs in, sees empty dashboard
+- Clicks "Help" button, watches 5-min tutorial
+- Attempts to create first project, gets stuck on form
+
+Thoughts:
+- "This looks easy enough"
+- "Wait, what's a 'workspace' vs. 'project'?"
+- "Do I need to fill out all these fields?"
+
+Emotions:
+- Excited initially 😊
+- Confused by terminology 😕
+- Frustrated by unclear form 😞
+
+Pain Points:
+- No guided onboarding checklist
+- Terminology not explained (workspace vs. project)
+- Form has too many required fields upfront
+```
+
+**Q5 - Opportunities Identified:**
+1. Add onboarding checklist (HIGH — affects activation)
+2. Simplify terminology (MEDIUM — affects understanding)
+3. Reduce required form fields (MEDIUM — affects completion rate)
+
+**Why this works:**
+- Emotions + actions reveal pain points clearly
+- Opportunities tied to specific phases
+- Evidence from research (drop-off data, support tickets)
+
+---
+
+### Example 2: Bad Journey Map (Too Generic)
+
+**Phase: "Use Product"**
+
+**Actions:**
+- Uses product
+- Does tasks
+
+**Thoughts:**
+- "This is good"
+
+**Emotions:**
+- Happy 😊
+
+**Why this fails:**
+- No specificity (what tasks? which features?)
+- No pain points identified (everything is "good")
+- Can't extract actionable opportunities
+
+**Fix:**
+- Get specific: "User creates invoice → sends to client → tracks payment status"
+- Include real customer quotes: "I wish I could bulk-send invoices"
+- Show emotional highs AND lows (not just happy)
+
+---
+
+## Common Pitfalls
+
+### Pitfall 1: Mapping Internal Process, Not Customer Experience
+**Symptom:** Journey phases = "Lead generated → Qualified → Demo scheduled → Deal closed"
+
+**Consequence:** Focuses on sales process, not customer perspective
+
+**Fix:** Map from customer POV: "Discovers problem → Researches solutions → Tries product → Adopts"
+
+---
+
+### Pitfall 2: No Emotions or Pain Points
+**Symptom:** Journey map lists actions only, no thoughts/emotions
+
+**Consequence:** Misses the point—can't identify where experience breaks down
+
+**Fix:** Add customer quotes, emotional states (frustrated, delighted, confused)
+
+---
+
+### Pitfall 3: Too Many Personas in One Map
+**Symptom:** Trying to map "all users" in a single journey
+
+**Consequence:** Loses focus, becomes generic
+
+**Fix:** One map per persona. If multiple personas, create separate maps.
+
+---
+
+### Pitfall 4: Opportunities Aren't Prioritized
+**Symptom:** List 20 opportunities with no ranking
+
+**Consequence:** Team paralyzed, doesn't know where to start
+
+**Fix:** Rank by impact (HIGH/MEDIUM/LOW) based on evidence and emotional intensity
+
+---
+
+### Pitfall 5: Map Created in Isolation
+**Symptom:** PM creates journey map alone, doesn't involve team
+
+**Consequence:** No shared mental model, map doesn't drive decisions
+
+**Fix:** Facilitate workshop with cross-functional team (PM, design, engineering, support)
+
+---
+
+## References
+
+### Related Skills
+- `customer-journey-map.md` — Component skill with journey map template
+- `proto-persona.md` — Defines actor for journey mapping
+- `problem-statement.md` — Converts opportunities into problem statements
+- `discovery-interview-prep.md` — Gathers research input for mapping
+- `opportunity-solution-tree.md` — Designs solutions for journey opportunities
+
+### External Frameworks
+- Nielsen Norman Group, "Journey Mapping 101" (2016) — Definitive guide to journey mapping
+- Adaptive Path, "Guide to Experience Mapping" (2013) — Experience vs. journey maps
+
+### Dean's Work
+- [If Dean has journey mapping resources, link here]
+
+---
+
+**Skill type:** Interactive
+**Suggested filename:** `customer-journey-mapping-workshop.md`
+**Suggested placement:** `/skills/interactive/`
+**Dependencies:** Uses `customer-journey-map.md`, `proto-persona.md`, `problem-statement.md`, `jobs-to-be-done.md`