Customer Journey Map (evidence at every stage)

Map the journey from first awareness to advocacy — and make each stage carry a real customer's words about the friction there. A journey map with plausible-but-invented pains is just a diagram; this one shows, stage by stage, where real users actually struggle and what they said about it.

Step 0 — Relevance & availability

Confirm this is a customer-experience question and Evermuse is connected (see using-evermuse Step 0). If disconnected, produce the framework labeled ⚠ ungrounded and tell the user to authorize the MCP.

Evermuse Grounding (required)

Follow ${CLAUDE_PLUGIN_ROOT}/skills/using-evermuse/SKILL.md.

Required — one parallel batch of searches. Verify the product (Rule 1), then fire in a single parallel batch:

• 3–4 evidence searches, each worded from a different angle (limit up to 50). Evidence comes back rich and varied — expect large, useful result sets.
• one guidance search and one context search (limit up to 50). These are usually sparse or empty; run them anyway and note when they're thin.

Read each response's digest — it reports how many more results exist. Use judgment on whether a query is worth pulling deeper (raise limit toward the 100 max and/or page with next_offset to avoid repeats), weighing payload size, remaining context, task complexity, and the value of the data. For deep pulls, consider spawning sub-agents — instruct them to return every citation with the same metadata the tools return (url, who_said_it, meeting_name, created_at) so you can still cite.

Optional — considered use. Once grounded, reach for the other tools only when they add value: a quote-angled search for verbatim voice, read_source for a single deep dive, inline citations (references/citations.md), and add_source to save the deliverable. Sources, citations, and saving are optional — not required.

Instructions

Build the journey map for $ARGUMENTS.

1. Name the traveler. Use a specific persona with a JTBD, not a generic user — reuse one from /evermuse:user-personas if it exists in the session.
2. Map the stages (adapt to the product): Awareness → Consideration → Acquisition → Onboarding → Engagement → Retention → Advocacy.
3. For each stage, document — grounding each pain in the notes/quotes you pulled, not in intuition:
   • Touchpoints — where they interact (site, email, in-app, support).
   • User actions — what they do here.
   • Thoughts & questions — what's on their mind.
   • Emotion — how they feel (emoji or –2…+2 scale), inferred from the sentiment of real feedback where available.
   • Pain point — the real friction, badged with a quote.
   • Opportunity — how to fix it.
4. Mark the critical moments: the aha moment (first real value), moments of truth (commit/abandon), and churn triggers — anchor each to evidence.

The map

| Stage | Touchpoint | Action | Emotion | Pain (evidence) | Opportunity |
|---|---|---|---|---|---|
| Onboarding | in-app setup | connects data source | 😣 –1 | "I gave up wiring it in on day one" — [Name], [Mtg], [Date] [`1`](URL) | guided setup wizard |

Under the table, put a stage-by-stage quote reel — the sharpest verbatim line per painful stage — then prioritized improvements (highest impact on conversion/retention first; quick wins vs. deeper bets). Every quote carries its inline badge.

If a stage has no evidence in the corpus, say so explicitly ("no feedback captured for Advocacy") rather than inventing a pain — that gap is itself a finding. For a visual map, suggest recreating this in FigJam/Miro.

Further reading

• Journey-map structure adapted from phuryn/pm-skills (MIT); grounding is Evermuse-native. See User Journey Mapping 101.