user-journey-mapping

Create comprehensive user journey maps that identify pain points, opportunities, and emotional states across touchpoints. Use when mapping user experiences or analyzing conversion flows.

13 stars

Best use case

user-journey-mapping is best used when you need a repeatable AI agent workflow instead of a one-off prompt.

Create comprehensive user journey maps that identify pain points, opportunities, and emotional states across touchpoints. Use when mapping user experiences or analyzing conversion flows.

Teams using user-journey-mapping should expect a more consistent output, faster repeated execution, less prompt rewriting.

When to use this skill

  • You want a reusable workflow that can be run more than once with consistent structure.

When not to use this skill

  • You only need a quick one-off answer and do not need a reusable workflow.
  • You cannot install or maintain the underlying files, dependencies, or repository context.

Installation

Claude Code / Cursor / Codex

$curl -o ~/.claude/skills/user-journey-mapping/SKILL.md --create-dirs "https://raw.githubusercontent.com/NickCrew/Claude-Cortex/main/skills/user-journey-mapping/SKILL.md"

Manual Installation

  1. Download SKILL.md from GitHub
  2. Place it in .claude/skills/user-journey-mapping/SKILL.md inside your project
  3. Restart your AI agent — it will auto-discover the skill

How user-journey-mapping Compares

Feature / Agentuser-journey-mappingStandard Approach
Platform SupportNot specifiedLimited / Varies
Context Awareness High Baseline
Installation ComplexityUnknownN/A

Frequently Asked Questions

What does this skill do?

Create comprehensive user journey maps that identify pain points, opportunities, and emotional states across touchpoints. Use when mapping user experiences or analyzing conversion flows.

Where can I find the source code?

You can find the source code on GitHub using the link provided at the top of the page.

SKILL.md Source

# User Journey Mapping

Comprehensive guide to creating user journey maps that reveal pain points, opportunities, and emotional states across the entire user experience.

## When to Use This Skill

- Mapping end-to-end user experiences
- Identifying conversion funnel drop-off points
- Understanding emotional states during key interactions
- Discovering optimization opportunities
- Aligning teams around user perspective

## Quick Reference

| Task | Load reference |
| --- | --- |
| **Research Methods** | `skills/user-journey-mapping/references/research-methods.md` |

## Journey Map Components

### 1. Stages
Define the major phases users go through:
```
Awareness → Consideration → Decision → Onboarding → Usage → Advocacy
```

### 2. User Actions
What the user does at each stage:
- Searches, browses, compares
- Signs up, configures, learns
- Uses features, seeks help
- Shares, recommends, upgrades

### 3. Touchpoints
Where interaction happens:
- Website, mobile app, email
- Support chat, documentation
- Social media, reviews
- In-person, phone

### 4. Emotions
How users feel (use emoticons or scale):
```
😊 Delighted  →  😐 Neutral  →  😤 Frustrated  →  😡 Angry
```

### 5. Pain Points
Where friction occurs:
- Confusion, delays, errors
- Missing information
- Poor feedback
- Technical issues

### 6. Opportunities
Where we can improve:
- Quick wins
- Major improvements
- Innovation opportunities

## Journey Map Template

```markdown
## User Journey: [Persona Name] - [Goal]

### Stage 1: [Stage Name]

**User Goal**: [What they're trying to achieve]

**Actions**:
- [Action 1]
- [Action 2]

**Touchpoints**: [Where interaction happens]

**Emotions**: [😊/😐/😤/😡] - [Why they feel this way]

**Pain Points**:
- [Pain point with impact]

**Opportunities**:
- [Opportunity with potential impact]

**Metrics**: [How we measure this stage]

---
[Repeat for each stage]
```

## Example Journey Map

### E-commerce Checkout Journey

| Stage | Awareness | Cart | Checkout | Payment | Confirmation |
|-------|-----------|------|----------|---------|--------------|
| **Actions** | Browse, compare | Add items, review | Enter details | Pay | Receive |
| **Emotions** | 😊 Excited | 😐 Considering | 😤 Tedious | 😰 Anxious | 😊 Relieved |
| **Pain Points** | Too many options | Price unclear | Too many fields | Security fears | No ETA |
| **Opportunities** | Recommendations | Clear pricing | Autofill | Trust signals | Tracking |

## Best Practices

### Do's
- Base on real user research, not assumptions
- Include both digital and non-digital touchpoints
- Map emotional highs and lows
- Quantify with metrics where possible
- Involve cross-functional stakeholders

### Don'ts
- Don't map the ideal journey - map reality
- Don't focus only on your touchpoints
- Don't ignore competitor alternatives
- Don't skip the "boring" stages
- Don't create and forget - iterate

## Integration with Design

1. **Identify critical moments**: Where do emotions shift?
2. **Prioritize pain points**: Impact × Frequency matrix
3. **Design interventions**: Targeted improvements
4. **Measure success**: Before/after metrics
5. **Iterate**: Journey maps are living documents

## Resources

- [Nielsen Norman Group Journey Mapping Guide](https://www.nngroup.com/articles/journey-mapping-101/)
- [Service Design Tools](https://servicedesigntools.org/tools/customer-journey-map)

Related Skills

mapping-suite

13
from NickCrew/Claude-Cortex

User-triggered orchestrator that walks the user through running multiple sibling mapping/audit/doc skills against a shared scope, then assembles their outputs into one navigable artifact. Coaches rather than auto-runs — at each step the orchestrator presents the next sibling skill, recommended scope inheritance, and approval gate; the user invokes the sibling and confirms before moving on. Resolves the prior arch-analysis lookup once at suite start so every sibling skill inherits the same scope. Records each run's output path in a suite manifest. Produces a combined navigation HTML that links to each sibling's standalone HTML for one-stop sharing. Ships two named recipes — "release-driver onboarding" (for tooling that drives releases) and "deployed-system onboarding" (for systems that get deployed) — and supports custom plans. Trigger on "run our mapping suite," "do a complete onboarding," "build the combined report," "I need to onboard to system X," "give me the full picture of this codebase," or when the user names two-or-more sibling analyses to coordinate. Not for running a single sibling skill in isolation (invoke it directly), and not for bypassing approval gates (this skill coaches, never autoruns).

writing-skills

13
from NickCrew/Claude-Cortex

Use when creating new skills, editing existing skills, or verifying skills work before deployment - applies TDD to process documentation by testing with subagents before writing, iterating until bulletproof against rationalization

workflow-security-audit

13
from NickCrew/Claude-Cortex

Comprehensive security assessment and remediation. Use for security reviews, compliance checks, vulnerability assessments.

workflow-performance

13
from NickCrew/Claude-Cortex

Systematic performance analysis and optimization. Use when things are slow, need optimization, or preparing for scale.

workflow-feature

13
from NickCrew/Claude-Cortex

Complete feature development workflow from design to deployment. Use when implementing new features or functionality.

workflow-feature-development

13
from NickCrew/Claude-Cortex

Complete workflow for developing new features from design to deployment. Use when starting a new feature, adding functionality, or building something new.

workflow-bug-fix

13
from NickCrew/Claude-Cortex

Systematic approach to identifying, fixing, and validating bug fixes. Use when fixing bugs, resolving issues, or addressing errors.

wiring-audit

13
from NickCrew/Claude-Cortex

User-triggered audit that finds wiring drift between a project's UI surfaces and backend capabilities — orphan surfaces (UI calls endpoints/hooks/procedures that no longer exist), unwired capabilities (backend routes/exports that nothing surfaces), shape drift (both exist but contracts mismatch), method drift (URL matches, HTTP verb does not), validation drift (frontend vs backend rules diverged), permission drift (UI exposes what backend forbids or vice versa), stale labels (UI text references renamed backend concepts), and unsurfaced configuration (env vars or flags that gate behavior with no UI or CLI to control them). This skill should be used when the user asks to "audit our wiring," "find UI/backend drift," "find unwired capabilities," "find stale surfaces," "check for contract violations," "find unused endpoints," "find unused hooks," "what mismatches between UI and backend," or any similar request whose deliverable is a prioritized findings report rather than a descriptive snapshot. Generic across UI frameworks but optimized for React applications (hooks, fetch, react-query, SWR, tRPC, server actions, react-router, Next.js). Not for descriptive architectural snapshots (use architectural-analysis), security audits (use security-auditor), or performance audits (use workflow-performance).

webapp-testing

13
from NickCrew/Claude-Cortex

Toolkit for interacting with and testing local web applications using Playwright. Use when verifying frontend functionality, debugging UI behavior, capturing browser screenshots, and viewing browser logs.

web-researcher

13
from NickCrew/Claude-Cortex

Use this skill when you need to research a topic online, gather information from multiple sources, or evaluate source credibility. Trigger phrases: 'research', 'find information about', 'look up', 'investigate'. Not for academic systematic reviews (use literature-reviewer) or fact-checking specific claims (use fact-checker).

visual-modes

13
from NickCrew/Claude-Cortex

Use when activating visual showcase modes (supersaiyan, kamehameha, over9000) for UI or interaction design - provides mode-specific enhancement checklists.

vibe-security

13
from NickCrew/Claude-Cortex

Comprehensive secure coding guide covering OWASP web vulnerabilities with prevention patterns and checklists. Use when writing or reviewing web application code to prevent XSS, CSRF, SSRF, SQL injection, access control flaws, and other common security vulnerabilities.