domains / families / business / customer-journey-map

customer-journey-map

combined

Create a customer journey map across stages, touchpoints, actions, emotions, and metrics. Use when diagnosing a broken experience or aligning a team on the full customer flow. Create an end-to-end customer journey map with stages, touchpoints, emotions, pain points, and opportunities. Use when mapping the customer experience, identifying friction points, improving onboarding, or visualizing the user journey.

When to use

• Create a comprehensive customer journey map that visualizes how customers interact with your brand across all stages—from awareness to loyalty—documenting their actions, touchpoints, emotions, KPIs, business goals, and teams involved at ea…

When not to use

• Deep product-specific workflows
• Before defining personas
• As a one-time exercise
• User story mapping
• Service blueprinting

Skill page

Conflict

Both copies describe the same end-to-end customer journey mapping task, but they disagree on the stage model and each contains material steps the other lacks. The phuryn copy uses a seven-stage model (Awareness, Consideration, Acquisition, Onboarding, Engagement, Retention, Advocacy) and emphasizes critical moments (aha moment, moments of truth, churn triggers) plus a specific output table and visual tool suggestions. The deanpeters copy uses a five-stage model (Awareness, Consideration, Decision, Service, Loyalty) and adds KPIs, business goals, teams involved, prerequisites, objectives, anti-patterns, and a reference to a template file. Crowning one would hide a real alternative stage framework and omit steps present only in the other.