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From service-design
Use when mapping what a user experiences over time — actions, thoughts, emotions, touchpoints across pre-service, during-service, and post-service stages
How this skill is triggered — by the user, by Claude, or both
Slash command
/service-design:journey-mapThe summary Claude sees in its skill listing — used to decide when to auto-load this skill
**Core principle:** A journey map is a user-centered narrative. It answers "what is this person going through?" not "how does our system work?" — that's the blueprint's job.
Core principle: A journey map is a user-centered narrative. It answers "what is this person going through?" not "how does our system work?" — that's the blueprint's job.
Read code (routes, controllers, mailers, views) to extract touchpoints and channels. Read transcripts and support tickets to extract thoughts and emotions. Code reveals what the user encounters; it cannot reveal what they think or feel. Accept docs, pasted content, URLs — ingest, don't summarize.
One scenario, one actor. Define start and end from the actor's POV. Three lenses:
| Lens | What it prevents |
|---|---|
| Lifecycle sequencing (pre/during/post) | Optimizing one moment while degrading surroundings |
| Context of use (environment, stakes, frequency) | Designing for a user who doesn't exist |
| JTBD forces (functional, social, emotional) | Reducing the journey to task completion |
Three stages: pre-service -> during-service -> post-service. Making before-and-after visible prevents local optimization. Per stage, capture:
| Dimension | Guidance |
|---|---|
| Actions | Observable behavior |
| Touchpoints + channels | Extract from code |
| Thoughts | Verbatim quotes when available; mark inferred |
| Emotions | Grounded in research, not invented — name + valence |
| Pain points | Friction, confusion, anxiety |
| Opportunities | Unmet needs |
Tag every claim: [confirmed] (verified in code, transcript, or docs), [hypothesis] (inferred), [gap] (unknown). Verbatim quotes = [confirmed]. Inferred emotions = [hypothesis]. Missing stages = [gap]. Note what would confirm each hypothesis.
Journey map = user side. Blueprint = org side. Both needed. Two failure modes to prevent:
Write to docs/service-design/<slice>/journey-map.md using the template at service-design/templates/journey-map.md.
service-design:service-blueprint for the org-side view. service-design:empathy-analysis for the deeper emotional/informational layer underlying thoughts and emotions here.
npx claudepluginhub zemptime/zemptime-marketplace --plugin service-designMaps end-to-end user journeys from awareness to advocacy, capturing actions, thoughts, emotions, pain points, and opportunities. Scans codebases for routes, screens, and flows.
Produces a customer journey map artifact (stages, touchpoints, emotional curve, pain points, moments of truth, opportunities) grounded in research input. Supports linear or cyclical journeys with optional mermaid visualization.
Use this skill when the user asks to "create a journey map", "user journey map", "map the user experience", "map the customer journey", "end-to-end user flow", "what does the user experience look like", "map the onboarding journey", or wants to visualize the full sequence of steps a user goes through to accomplish a goal — including touchpoints, emotions, and friction points.