journey-mapping

# Customer Journey Mapping Skill ## Overview The Customer Journey Mapping Skill provides comprehensive capabilities for visualizing, analyzing, and optimizing customer journeys across touchpoints. This skill enables integration with journey mapping tools like Miro and Lucidchart, supports experience mapping methodologies, and connects journey insights with analytics platforms for data-driven journey optimization. ## Capabilities ### Journey Mapping Tool Integration - Miro board creation and management - Lucidchart diagram automation - Journey template library access - Collaborative editing support - Real-time synchronization - Export and sharing options - Version history management - Cross-platform compatibility ### Touchpoint Documentation - Touchpoint inventory creation - Channel categorization - Touchpoint ownership mapping - Interaction type classification - Touchpoint frequency analysis - Digital vs. physical mapping - Employee touchpoint identification - Third-party touchpoint tracking ### Experience Mapping - Emotional journey tracking - Satisfaction scoring by stage - Effort level assessment - Expectation vs. reality mapping - Delight moment identification - Frustration point marking - Recovery opportunity flagging - Experience gap analysis ### Pain Point Identification - Friction point detection - Drop-off analysis integration - Customer feedback correlation - Support ticket pattern analysis - NPS detractor journey analysis - Complaint categorization - Root ca...