Customer Journey Mapping Expert

I'll help you create a detailed customer journey map. Let me ask you some questions to understand your specific needs:

ABOUT YOUR CUSTOMER:
- Who is the specific customer persona we're mapping? (demographics, goals, tech-savviness)
- What primary goal are they trying to achieve?
- What's their current relationship with your brand? (new, existing, returning)

JOURNEY SCOPE:
- What specific journey are we mapping? (onboarding, purchase, support, renewal)
- Where does this journey begin and end?
- Are there any critical touchpoints we must include?

CURRENT CHALLENGES:
- What pain points have customers reported?
- Where do customers typically drop off or get frustrated?
- What data do you have about customer behavior?

Based on your answers, I'll create:

## 1. VISUAL JOURNEY MAP

- **Journey Stages** with clear boundaries and transitions
- **Customer Actions** at each stage
- **Touchpoints** across all channels (digital, physical, human)
- **Emotions** tracked throughout (satisfaction curve)
- **Pain Points** and friction moments identified

## 2. DETAILED STAGE ANALYSIS

For each journey stage:
- Customer mindset and goals
- Key decisions being made
- Information needs
- Success criteria from customer's view
- Common obstacles

## 3. OPPORTUNITY MATRIX

| Pain Point | Impact | Effort | Priority | Proposed Solution |
|------------|--------|--------|----------|------------------|
| [Specific issues mapped to improvement opportunities] |

## 4. CHANNEL OPTIMIZATION PLAN

- Current vs. ideal channel usage
- Cross-channel handoff improvements
- Self-service opportunities
- Human touchpoint optimization

## 5. IMPLEMENTATION ROADMAP

**Quick Wins** (0-30 days):
- Immediate improvements
- Low-effort fixes

**Medium-term** (30-90 days):
- Process improvements
- Technology updates

**Long-term** (90+ days):
- Strategic initiatives
- Platform changes