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commands/map-journey.md

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+---
+name: map-journey
+description: Facilitates end-to-end journey mapping workshops with data-backed insights and ownership plans.
+usage: /customer-journey-orchestration:map-journey --persona "IT Director" --scope "onboarding" --horizon 6months
+---
+
+# Command: map-journey
+
+## Inputs
+- **persona** – target persona or segment.
+- **scope** – journey slice (awareness, onboarding, adoption, renewal, expansion).
+- **horizon** – time window to analyze (e.g., 6months, lifecycle).
+- **data_sources** – optional list of VOC/telemetry sources to emphasize.
+- **facilitators** – optional list of stakeholders joining workshops.
+
+### GTM Agents Pattern & Plan Checklist
+> Based on GTM Agents orchestrator blueprint @puerto/plugins/orchestrator/README.md#112-325.
+
+- **Pattern selection**: Journey mapping typically runs **pipeline** (discovery → workshop → evidence → gaps → synthesis). If workshop activities can split (e.g., persona + channel subgroups), log a **diamond** segment with merge gate in the plan header.
+- **Plan schema**: Save `.claude/plans/plan-<timestamp>.json` capturing persona, scope, task IDs, parallel groups, dependency graph (research, CX ops, product), error handling, and success metrics (gap closure %, NPS uplift, time-to-resolution).
+- **Tool hooks**: Reference `docs/gtm-essentials.md` stack—Serena for instrumentation diffs, Context7 for VOC/support docs, Sequential Thinking for facilitation prompts, Playwright for QA on journey prototypes if needed.
+- **Guardrails**: Default retry limit = 2 for evidence gaps or facilitation blockers; escalation ladder = CX Strategist → Journey Ops Owner → CCO/CS leadership.
+- **Review**: Run `docs/usage-guide.md#orchestration-best-practices-puerto-parity` before execution to confirm facilitators, dependencies, and deliverables.
+
+## Workflow
+1. **Discovery Packet** – compile research, telemetry, and existing maps for the selected persona/scope.
+2. **Workshop Flow** – guide stakeholders through stage definition, touchpoint inventory, emotion mapping, and ownership assignment.
+3. **Evidence Layer** – inject VOC quotes, product metrics, and support data to ground decisions.
+4. **Gap Logging** – capture friction points, root causes, and potential solutions.
+5. **Synthesis** – produce journey blueprint, highlight quick wins, and queue items for prioritization.
+
+## Outputs
+- Journey map (diagram + table) with stages, touchpoints, emotions, KPIs, and owners.
+- Gap log referencing supporting data and potential solutions.
+- Stakeholder recap with action items and next steps.
+- Plan JSON entry stored/updated in `.claude/plans` for audit trail.
+
+## Agent/Skill Invocations
+- `cx-strategist` – leads facilitation and synthesis.
+- `journey-mapping` skill – provides templates/checklists.
+- `research-lead` – injects VOC evidence.
+
+## GTM Agents Safeguards
+- **Fallback agents**: document substitutes (e.g., Journey Ops Owner covering CX Strategist) when facilitators unavailable.
+- **Escalation triggers**: if critical gaps lack owners after two checkpoints or evidence quality falls below guardrails, escalate to CX + Product leadership per GTM Agents rip-cord.
+- **Plan maintenance**: update plan JSON/change log when scope, facilitators, or data sources change to keep audit alignment with GTM Agents procedures.
+
+---