deanpeters/customer-journey-map
Map customer experience across touchpoints using the NNGroup framework
by deanpetersFree
Description
customer-journey-map is a skill that builds a customer journey map across every stage of the relationship, from awareness to loyalty. For each stage it documents the customer's actions, touchpoints, emotions, KPIs, the business goals at stake and the teams involved. The aim is to find the pain points, align cross-functional teams on one end-to-end picture, and improve the experience against business objectives. Typical examples include mapping B2B SaaS onboarding from signup to first value, or mapping a PM leader's path through a skills repository from discovery to loyalty. The skill takes a persona and a scenario as its arguments. Its estimated time is 20 to 30 minutes. The listing says the map follows the NN/g framework, and the skill belongs to the workshops and facilitation theme of the product-manager-skills repository on GitHub.…
Highlights
- Stages from awareness to loyalty
- Actions, touchpoints and emotions per stage
- KPIs and business goals per stage
- Pain points and cross-team alignment
- Takes a persona and a scenario
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deanpeters/customer-journey-map FAQ
What does each stage document?
The customer's actions, touchpoints, emotions, KPIs, business goals and the teams involved.
What inputs does it need?
A persona and a scenario, given as arguments.
What is it used for?
Diagnosing a broken experience or aligning a team on the full customer flow.
Which framework does it follow?
The listing says the NNGroup framework.
How long does it take?
The skill estimates 20 to 30 minutes.
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