Journey Mapping

Build journey maps and service blueprints that surface friction, align teams, and identify opportunities. Stack-agnostic. Tool-agnostic.

This skill is for mapping the experience. For testing specific touchpoints, use usability-testing. For broader generative research, use ux-research. For analyzing conversion, use cro-optimization.

When to use

• Departments have different mental models of the customer experience
• Customer experience feels disjointed across touchpoints
• Specific friction or drop-off points need diagnosis
• Strategic planning needs a shared view of the user
• Service design (front-stage and back-stage) needs alignment
• New product or feature needs to be designed in context of broader experience

When NOT to use