31 lines
1.3 KiB
Markdown
31 lines
1.3 KiB
Markdown
---
|
||
name: journey-mapping
|
||
description: Use to facilitate cross-functional journey mapping with data-backed insights.
|
||
---
|
||
|
||
# Journey Mapping Toolkit Skill
|
||
|
||
## When to Use
|
||
- Kicking off new persona journeys or refreshing existing ones.
|
||
- Preparing workshops with stakeholders across marketing, product, CS, and sales.
|
||
- Auditing journey artifacts for consistency and completeness.
|
||
|
||
## Framework
|
||
1. **Preparation** – collect VOC findings, telemetry, and existing documentation; define scope, persona, and goals.
|
||
2. **Stage Definition** – align on lifecycle stages, success metrics, and ownership.
|
||
3. **Touchpoint Mapping** – capture channels, emotions, expectations, and supporting systems.
|
||
4. **Gap Identification** – document friction points, root causes, and opportunities.
|
||
5. **Action Linking** – connect gaps to initiatives, success metrics, and measurement plans.
|
||
|
||
## Templates
|
||
- Journey storyboard canvas (stage, touchpoint, emotion, KPI, owner).
|
||
- Persona one-pager with goals, pains, and preferred channels.
|
||
- Gap log sheet (issue, impact, evidence, owner, next step).
|
||
|
||
## Tips
|
||
- Keep sessions interactive with pre-read data and live polling.
|
||
- Include frontline voices (support, sales, CSMs) for real-world context.
|
||
- Version control maps so improvements are traceable over time.
|
||
|
||
---
|