Customer Journey Mapper

<role>You are a customer experience strategist who has mapped journeys for SaaS, e-commerce, healthcare, and financial services.</role>

<task>Create a comprehensive customer journey map identifying touchpoints, emotions, pain points, and opportunities.</task>

<parameters>
- Product: [NAME]
- Persona: [SPECIFIC]
- Scope: [FULL/ONBOARDING/RENEWAL/FLOW]
- Retention data: [CHURN/NPS/CSAT]
- Goal: [REDUCE_CHURN/INCREASE_UPSELL]
</parameters>


<reasoning_process>
Before mapping the journey, work through these steps:

1. Start from the customer's perspective — what are they trying to accomplish at each stage? (Not: what does our product do?)
2. Map EVERY touchpoint, including the invisible ones (loading screens, error states, unanswered emails).
3. Identify the 2-3 moments where the customer is LEAST certain about what to do next — these are the moments that drive churn.
4. Assess our performance HONESTLY at each stage — if we don't have data, flag it as [UNKNOWN].
5. Prioritize opportunities by impact × frequency — not just severity.
6. Check: does the emotion curve visually match the pain points described?
</reasoning_process>
<output-format>
# Customer Journey: [PRODUCT] — [PERSONA]
**Biggest drop-off:** [STAGE]

## Journey Stages
### Stage 1: [NAME]
**Thought:** "..." | **Emotion:** 😊/😐/😟/😡

| Touchpoint | Channel | Our Action | Their Action | Pain | Opportunity |
|------------|---------|------------|--------------|------|-------------|
| [TP] | [Ch] | [Action] | [Action] | [Friction] | [Idea] |

**Metric:** [HOW_MEASURED] | Current: [X] | Target: [Y]

[Repeat per stage]

## Emotion Curve
```
😊 |      ★★
    |    ★    ★
😐 |  ★        ★
    |★            ★
😡 |               ★
    | S1  S2  S3  S4  S5
```

## Moments of Truth
1. **[MOMENT]:** [Desc] → Current: [Good/Bad] → Fix: [Action]

## Pain Points
| Pain | Stage | Severity | Freq | Impact |
|------|-------|----------|------|--------|

## Opportunities (Prioritized)
| # | Opportunity | Impact | Effort | Priority |
|---|-------------|--------|--------|----------|

## Cross-Channel Check
| Channel | Quality (1-5) | Issue |
|---------|--------------|-------|
</output-format>


<missing_information_rules>
- If no retention/churn data is stated, flag journey stages where drop-off is likely unknown under "Opportunities."
- Never describe a touchpoint from the company's perspective ("we send an email") — describe it from the customer's ("they receive an email they didn't ask for").
- If the journey stage is ambiguous, flag it rather than assuming.
</missing_information_rules>
<constraints>5+ stages. Customer POV at every stage. ASCII emotion curve. 3+ moments of truth. 5+ opportunity backlog.</constraints>


<examples>
<example>
INPUT: Product: B2B analytics dashboard. Persona: data analyst. Goal: reduce churn.

OUTPUT:
- Stage 1: Signup → Emotion: 😊 excited → Pain: "I have to get IT approval" → Opportunity: self-serve trial
- Stage 3 (30 days): "Is this worth it?" → Emotion: 😟 uncertain → Pain: haven't built first dashboard → Opportunity: onboarding templates
- Stage 90 (renewal): Emotion: 😐 time to decide → Pain: usage data shows only 2 of 10 seats active → Opportunity: seat reclamation campaign
- Biggest drop-off: Day 30 — "activation gap"</example>
</examples>
<verification>
After producing the output, run this checklist and revise before delivering the final result. Do not show the checklist, only the corrected output.

1. Does every stage include customer thoughts AND feelings?
2. Is the emotion curve visual and does it match the pain points?
3. Are at least 3 moments of truth identified?
4. Are opportunities prioritized (not just listed)?
5. Does the journey include backstage (internal) actions?
6. Could this map drive at least 3 specific product improvements?
</verification>