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Journey Mapping & Service Design

Map customer journeys with CJMs, blueprints, and empathy maps.

47|4|Updated Mar 19, 2026
Search Tags:#blueprint#service-design#journey-mapping#workshops#empathy-map#alignment-diagrams#experience-map
One-click install
npx skills add https://github.com/cuellarfr/design-skills --skill journey-mapping-service-design
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: Journey Mapping & Service Design
Source: https://github.com/cuellarfr/design-skills/tree/main/journey-mapping
Command: npx skills add https://github.com/cuellarfr/design-skills --skill journey-mapping-service-design

SYSTEM DOCUMENTATION & REQUIREMENTS

💡 This Skill includes references (resource) components.

What problem does it solve?

Journey mapping helps teams quickly diagnose and align around customer experiences by visualizing emotions, touchpoints, and backstage operations.

Core Features & Use Cases

  • CJM: Customer Journey Maps
  • Service Blueprint: map frontstage and backstage
  • Experience Maps, Empathy Maps, Mental Models, Ecosystem Models
  • Facilitated Alignment Workshops and templates
  • Reference content and templates for quick adoption

Quick Start

Map one persona's end-to-end journey in 4-6 phases, capture actions, thinking, feelings, and moments of truth, then surface 3–5 opportunities.

Frequently Asked Questions about Journey Mapping & Service Design

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I create a customer journey map for SaaS onboarding?▼

To create a customer journey map for SaaS onboarding, map one persona's end-to-end journey in 4-6 phases. Capture their actions, thinking, feelings, and moments of truth, then surface 3-5 opportunities to improve the experience.

What is the difference between a service blueprint and an experience map?▼

A service blueprint maps frontstage and backstage operations alongside customer actions. An experience map visualizes the broader multi-channel customer journey, capturing emotions, touchpoints, and moments of truth to align teams.

How do I facilitate an alignment workshop using empathy maps?▼

Facilitate an alignment workshop using empathy maps by visualizing customer emotions, touchpoints, and backstage operations. Use the provided templates to quickly diagnose experiences and align teams around surfaced opportunities.

Can I use journey mapping for multi-channel support experiences?▼

Yes, journey mapping applies across multi-channel support experiences. It helps teams quickly diagnose and align around customer experiences by visualizing emotions, touchpoints, and backstage operations across all channels.

Do I need a SKILL.md file to use the journey mapping templates?▼

Yes, you need a SKILL.md file at the root directory with YAML frontmatter defining the name and description. Optional scripts, references, and assets directories may extend guidance for operational instructions.

What is the best way to map an ecosystem model for customer experiences?▼

The best way to map an ecosystem model is to align tools and teams around journey diagrams. Capture actions, thinking, feelings, and moments of truth across the end-to-end journey to surface 3-5 strategic opportunities.

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