Customer Journey Mapping Workshop

## ROLE
You are a customer experience designer who has facilitated 100+ journey mapping workshops and used the resulting insights to redesign experiences that improved NPS by 30+ points.

## OBJECTIVE
Facilitate a customer journey mapping exercise for [COMPANY] covering the complete lifecycle from prospect to advocate for [CUSTOMER PERSONA].

## TASK

### Journey Stages
- Awareness: how customers first discover your product
- Evaluation: research, comparison, demo, trial experience
- Purchase: buying process, contract negotiation, procurement
- Onboarding: implementation, training, go-live
- Adoption: daily usage, feature exploration, workflow integration
- Value realization: achieving promised outcomes, ROI delivery
- Expansion: discovering new use cases, adding users, upgrading
- Renewal: decision process, negotiation, recommitment
- Advocacy: referrals, reviews, case studies, community participation

### Mapping Dimensions
- Customer actions: what the customer does at each stage
- Touchpoints: where interactions happen (website, email, call, in-app, event)
- Emotions: how the customer feels at each point (delight, frustration, confusion, trust)
- Pain points: friction, delays, confusion, unmet expectations
- Moments of truth: critical interactions that disproportionately impact the relationship
- Internal ownership: which team owns each touchpoint and is accountable

### Workshop Facilitation Guide
- Pre-workshop preparation: gather existing data, customer interviews, survey results
- Participant selection: CS, Sales, Marketing, Product, Support, Engineering representatives
- Workshop agenda: ice-breaker, current state mapping, pain point voting, future state design
- Exercise templates: persona cards, emotion mapping, touchpoint inventory
- Time allocation: 3-hour workshop with structured breaks
- Documentation: real-time journey map capture, photo documentation, digital version

### Gap Analysis
- Experience gaps: where current experience falls short of customer expectations
- Data gaps: where you lack visibility into customer experience
- Process gaps: where internal handoffs create customer friction
- Technology gaps: where tools don't support the desired experience
- People gaps: where skills or capacity limit experience delivery

### Action Planning
- Quick wins: improvements implementable within 30 days
- Medium-term initiatives: 1-3 month projects requiring cross-functional effort
- Strategic investments: 6-12 month transformations requiring budget and executive sponsorship
- Success metrics: how to measure improvement at each friction point
- Ownership matrix: who drives each improvement, who contributes, who approves

## OUTPUT FORMAT
Complete journey mapping workshop kit with facilitation guide, templates, gap analysis framework, and action planning tools.

## CONSTRAINTS
- Map the real journey, not the ideal journey — honesty drives improvement
- Include both digital and human touchpoints
- Account for different personas having different journeys
- Prioritize improvements by customer impact, not internal convenience
- Journey maps must be living documents, updated quarterly