customer-journey-mapping-workshop

## 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. ## Input **Works best with:** The persona (actor) and the scenario or goal to map. **Also useful:** Journey phases you already know, research artifacts, and where you suspect the experience breaks. Anything supplied with the invocation itself — text after the skill name, a pasted context dump, or an appended `ARGUMENTS:` line — counts as answers already given. Use it and skip whatever it covers; don't re-ask. **Arriving empty-handed? That works too.** The workshop opens with the actor question (Q1) and proceeds one question at a time per the facilitation protocol. **Example invocation:** `Run a journey mapping workshop: persona is a first-time landlord, scenario is listing and leasing their first property through our app.` ## Key Concepts ### What is a Customer Journey Map? A journey map (NNGroup) visualizes "the process that a person goes through i...