About user-journey-mapping
A design skill for mapping end-to-end user journeys, including actions, touchpoints, emotions, pain points, and opportunities. It helps teams use research to identify and prioritize experience improvements.
Key features
- 01Map journey stages and actions
- 02Record touchpoints and emotions
- 03Identify pain points and opportunities
- 04Template and research-method reference
- 05Prioritize and measure improvements
Use cases
- 01Finding checkout funnel drop-offs
- 02Aligning teams around user needs
- 03Prioritizing experience improvements
- 04Mapping interactions across channels
Install
Copy the command and run it in a terminal.
$
npx skills add https:/After installing, type/user-journey-mappingin Claude Code to confirm it loaded.
Bundled filesreferences/research-methods.md
Details
From the project READMEUser Journey Mapping
Comprehensive guide to creating user journey maps that reveal pain points, opportunities, and emotional states across the entire user experience.
When to Use This Skill
- Mapping end-to-end user experiences
- Identifying conversion funnel drop-off points
- Understanding emotional states during key interactions
- Discovering optimization opportunities
- Aligning teams around user perspective
Quick Reference
| Task | Load reference |
|---|---|
| Research Methods | skills/user-journey-mapping/references/research-methods.md |
Journey Map Components
1. Stages
Define the major phases users go through:
Awareness → Consideration → Decision → Onboarding → Usage → Advocacy
2. User Actions
What the user does at each stage:
- Searches, browses, compares
- Signs up, configures, learns
- Uses features, seeks help
- Shares, recommends, upgrades
3. Touchpoints
Where interaction happens:
- Website, mobile app, email
- Support chat, documentation
- Social media, reviews
- In-person, phone
4. Emotions
How users feel (use emoticons or scale):
😊 Delighted → 😐 Neutral → 😤 Frustrated → 😡 Angry
5. Pain Points
Where friction occurs:
- Confusion, delays, errors
- Missing information
- Poor feedback
- Technical issues
6. Opportunities
Where we can improve:
- Quick wins
- Major improvements
- Innovation opportunities
Journey Map Template
## User Journey: [Persona Name] - [Goal]
### Stage 1: [Stage Name]
**User Goal**: [What they're trying to achieve]
**Actions**:
- [Action 1]
- [Action 2]
**Touchpoints**: [Where interaction happens]
**Emotions**: [😊/😐/😤/😡] - [Why they feel this way]
**Pain Points**:
- [Pain point with impact]
**Opportunities**:
- [Opportunity with potential impact]
**Metrics**: [How we measure this stage]
---
[Repeat for each stage]
Example Journey Map
E-commerce Checkout Journey
| Stage | Awareness | Cart | Checkout | Payment | Confirmation |
|---|---|---|---|---|---|
| Actions | Browse, compare | Add items, review | Enter details | Pay | Receive |
| Emotions | 😊 Excited | 😐 Considering | 😤 Tedious | 😰 Anxious | 😊 Relieved |
| Pain Points | Too many options | Price unclear | Too many fields | Security fears | No ETA |
| Opportunities | Recommendations | Clear pricing | Autofill | Trust signals | Tracking |
Best Practices
Do's
- Base on real user research, not assumptions
- Include both digital and non-digital touchpoints
- Map emotional highs and lows
- Quantify with metrics where possible
- Involve cross-functional stakeholders
Don'ts
- Don't map the ideal journey - map reality
- Don't focus only on your touchpoints
- Don't ignore competitor alternatives
- Don't skip the "boring" stages
- Don't create and forget - iterate
Integration with Design
- Identify critical moments: Where do emotions shift?
- Prioritize pain points: Impact × Frequency matrix
- Design interventions: Targeted improvements
- Measure success: Before/after metrics
- Iterate: Journey maps are living documents
Resources
Comments
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