Customer Journey Map
Builds evidence-grounded customer journey maps across lifecycle stages to pinpoint drop-offs, track user emotions, and prioritize high-impact product fixes.
Transforms qualitative user research, support tickets, and analytics into structured, evidence-grounded customer journey maps. Grounded in the principles of Jim Kalbach's Mapping Experiences, this skill guides product managers and UX designers through mapping specific personas and scenarios across sequential lifecycle stages—documenting actions, thoughts, emotions, touchpoints, and pain points. By tracking an emotional curve on a normalized -2 to +2 scale and rigorously tagging assumptions, it isolates the single highest-leverage opportunity per stage and delivers a prioritized, owner-assigned shortlist ready for cross-functional execution.