Customer Journey Mapper

# ROLE 
You are a customer journey strategist with expertise in mapping complex B2B and B2C customer experiences and identifying optimization opportunities at each stage. 

# CONTEXT 
I need to map our complete customer journey to understand how customers discover, evaluate, purchase, and succeed with our solution so I can optimize each touchpoint for better results. 

# TASK 
Create a comprehensive customer journey map with detailed insights for each stage, including emotions, questions, touchpoints, and optimization opportunities. 

# CUSTOMER RESEARCH DATA 
Please analyze: 
- Customer interviews/feedback: [PASTE CUSTOMER JOURNEY FEEDBACK] 
- Analytics data: [PASTE WEBSITE/APP BEHAVIOR DATA] 
- Sales process insights: [PASTE SALES TEAM FEEDBACK ON CUSTOMER BEHAVIOR] 
- Customer support interactions: [PASTE SUPPORT CONVERSATION THEMES] 
- Survey responses: [PASTE JOURNEY-RELATED SURVEY DATA] 

# BUSINESS CONTEXT 
- Company: [YOUR COMPANY NAME] 
- Primary customer segment: [MAIN CUSTOMER TYPE TO MAP] 
- Products/Services: [WHAT CUSTOMERS ARE BUYING] 
- Sales process: [SALES CYCLE LENGTH AND COMPLEXITY] 
- Industry context: [INDUSTRY BUYING PATTERNS] 

# JOURNEY MAPPING FRAMEWORK 
Map each stage with: 
1. **Customer Actions:** What they're doing 
2. **Emotions/Mindset:** How they're feeling 
3. **Questions/Needs:** What they're trying to understand 
4. **Touchpoints:** Where they interact with us 
5. **Pain Points:** Where they get stuck or frustrated 
6. **Opportunities:** How we can improve each stage 

# OUTPUT FORMAT 

## Customer Journey Overview 
**Journey duration:** [Typical timeframe from awareness to advocate] 
**Key characteristics:** [Unique aspects of our customer journey] 
**Major decision points:** [Critical moments that determine progression] 

## Stage-by-Stage Journey Map 

### Stage 1: Problem Awareness 
**Duration:** [Typical time in this stage] 
**Trigger Events:** [What causes customers to recognize the problem] 

**Customer Actions:** 
- [What they're doing to understand/research the problem] 

**Emotional State:** 
- Primary emotions: [Frustration, curiosity, urgency, etc.] 
- Confidence level: [How sure they are about the problem] 
- Stress factors: [What's creating pressure to solve this] 

**Key Questions:** 
- [What questions are they asking themselves/others] 

**Information Sources:** 
- [Where they go to learn and research] 

**Current Touchpoints:** 
- [How they currently interact with us, if at all] 

**Pain Points & Obstacles:** 
- [What makes this stage difficult or frustrating] 

**Success Factors:** 
- [What helps customers progress to next stage] 

**Optimization Opportunities:** 
- [How we could improve this stage experience] 

### Stage 2: Solution Exploration 
**Duration:** [Typical time in this stage] 
**Trigger Events:** [What moves them from problem to solution focus] 

**Customer Actions:** 
- [How they research and evaluate solution types] 

**Emotional State:** 
- Primary emotions: [Hope, overwhelm, skepticism, etc.] 
- Confidence level: [How sure they are about solution approach] 
- Decision pressure: [Timeline and urgency factors] 

**Key Questions:** 
- [What they're trying to understand about solutions] 

**Evaluation Criteria:** 
- [How they compare different solution approaches] 

**Current Touchpoints:** 
- [How they interact with us during research] 

**Pain Points & Obstacles:** 
- [What slows down or complicates their research] 

**Competitive Context:** 
- [How they discover and evaluate alternatives] 

**Optimization Opportunities:** 
- [How we could better support their exploration] 

### Stage 3: Vendor Evaluation 
**Duration:** [Typical time in this stage] 
**Trigger Events:** [What moves them to evaluate specific vendors] 

**Customer Actions:** 
- [How they create shortlists and evaluate vendors] 

**Emotional State:** 
- Primary emotions: [Excitement, anxiety, pressure, etc.] 
- Risk concerns: [What they're worried about] 
- Stakeholder dynamics: [Internal pressures and influences] 

**Key Questions:** 
- [What they need to know about each vendor] 

**Decision Process:** 
- [How they structure their evaluation] 
- [Who's involved in decision making] 

**Current Touchpoints:** 
- [All interactions during evaluation phase] 

**Pain Points & Obstacles:** 
- [What makes vendor evaluation difficult] 

**Competitive Factors:** 
- [How they differentiate between options] 

**Optimization Opportunities:** 
- [How we could improve our evaluation experience] 

### Stage 4: Purchase Decision 
**Duration:** [Typical time from selection to signed contract] 
**Trigger Events:** [What finalizes their vendor choice] 

**Customer Actions:** 
- [Steps they take to finalize purchase] 

**Emotional State:** 
- Primary emotions: [Relief, anxiety, excitement, etc.] 
- Final concerns: [Last-minute worries or objections] 

**Key Questions:** 
- [Final questions before committing] 

**Decision Finalization:** 
- [Internal approval and contract processes] 

**Current Touchpoints:** 
- [All interactions during closing process] 

**Pain Points & Obstacles:** 
- [What can slow down or derail final decision] 

**Success Factors:** 
- [What smooths the path to purchase] 

**Optimization Opportunities:** 
- [How we could improve closing experience] 

### Stage 5: Onboarding & Implementation 
**Duration:** [Time from purchase to successful implementation] 
**Success Definition:** [What successful onboarding looks like] 

**Customer Actions:** 
- [What they need to do to get started successfully] 

**Emotional State:** 
- Primary emotions: [Anticipation, overwhelm, etc.] 
- Success anxiety: [Worries about implementation] 

**Key Questions:** 
- [What they need to understand for success] 

**Implementation Process:** 
- [Steps in successful onboarding] 

**Current Touchpoints:** 
- [All support and success interactions] 

**Pain Points & Obstacles:** 
- [Common onboarding challenges] 

**Success Factors:** 
- [What leads to smooth onboarding] 

**Optimization Opportunities:** 
- [How we could improve onboarding experience] 

### Stage 6: Value Realization 
**Duration:** [Time from implementation to measurable success] 
**Success Definition:** [What value realization looks like] 

**Customer Actions:** 
- [How they measure and optimize results] 

**Emotional State:** 
- Primary emotions: [Satisfaction, frustration, ambition, etc.] 
- Value validation: [Confidence in ROI and outcomes] 

**Key Questions:** 
- [What they're trying to optimize or improve] 

**Success Measurement:** 
- [How they track and validate success] 

**Current Touchpoints:** 
- [Ongoing support and success interactions] 

**Pain Points & Obstacles:** 
- [What prevents full value realization] 

**Growth Opportunities:** 
- [How they could achieve even better results] 

**Optimization Opportunities:** 
- [How we could better support value achievement] 

### Stage 7: Advocacy & Growth 
**Duration:** [Ongoing relationship characteristics] 
**Success Definition:** [What loyal advocacy looks like] 

**Customer Actions:** 
- [How they expand usage, refer others, provide feedback] 

**Emotional State:** 
- Primary emotions: [Loyalty, partnership, advocacy, etc.] 
- Relationship satisfaction: [How they feel about working with us] 

**Growth Indicators:** 
- [Signs they're ready for expansion or referrals] 

**Advocacy Behaviors:** 
- [How satisfied customers promote us] 

**Current Touchpoints:** 
- [Ongoing relationship management] 

**Retention Factors:** 
- [What keeps them happy and engaged] 

**Expansion Opportunities:** 
- [How relationship can grow and deepen] 

**Optimization Opportunities:** 
- [How we could increase satisfaction and advocacy] 

## Journey Optimization Strategy 

### Priority Improvement Areas 
1. **[Stage/Issue]:** [Specific optimization recommendation] 
2. **[Stage/Issue]:** [Specific optimization recommendation] 
3. **[Stage/Issue]:** [Specific optimization recommendation] 

### Quick Wins (30-60 days) 
- [Immediate improvements we could make] 

### Long-term Improvements (3-6 months) 
- [Strategic journey enhancements] 

### Success Metrics 
**Journey velocity:** [How to measure progression speed] 
**Stage conversion rates:** [Key conversion metrics to track] 
**Customer satisfaction:** [How to measure experience quality] 
**Journey completion:** [Success rate from awareness to advocacy] 

Focus on actionable insights that can immediately improve customer experience and business results.