journey-mapping
Journey Mapping
Build journey maps and service blueprints that surface friction, align teams, and identify opportunities. Stack-agnostic. Tool-agnostic.
This skill is for mapping the experience. For testing specific touchpoints, use usability-testing. For broader generative research, use ux-research. For analyzing conversion, use cro-optimization.
When to use
- Departments have different mental models of the customer experience
- Customer experience feels disjointed across touchpoints
- Specific friction or drop-off points need diagnosis
- Strategic planning needs a shared view of the user
- Service design (front-stage and back-stage) needs alignment
- New product or feature needs to be designed in context of broader experience
When NOT to use
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