peopleanalyst

Tools · Marketing

Customer Journey Map

Describe a customer + offering — get a journey map with moments of truth and fixes.

How it works

Corpus-grounded (journey mapping, AIDA→advocacy, moments of truth via the marketing cluster). Maps the realistic stages (goal, touchpoints, emotions, opportunities), the make-or-break moments of truth, where the journey breaks down today, the priority fixes, and the riskiest assumptions.

You bring

{ scenario, cluster? }

You get

{ scenario_summary, stages[]{stage, customer_goal, touchpoints[], emotions, opportunities[]}, moments_of_truth[], gaps_and_frictions[], priority_fixes[], riskiest_assumptions[], grounded_in, provenance }

Use it for

See it work

example output

Scenario: a mid-market HR director evaluating and adopting an employee-engagement survey platform.

Customer Journey Map — HR director adopting an engagement-survey platform

Stages

1. Awareness · Goal: find a credible way to measure engagement.

  • Touchpoints: peer Slack groups, an analyst shortlist, a LinkedIn post.
  • Emotion: curious but skeptical — burned by a survey tool that produced no action.
  • Opportunities: lead with "surveys that change something," not feature lists.

2. Consideration · Goal: shortlist tools that won't embarrass them with the CHRO.

  • Touchpoints: demo call, security questionnaire, a sample report.
  • Emotion: anxious about data privacy and benchmark validity.
  • Opportunities: hand over a real anonymized report and the methodology one-pager early.

3. Purchase · Goal: get budget approved.

  • Touchpoints: pricing page, procurement, a business-case template.
  • Emotion: exposed — they're staking credibility on this.
  • Opportunities: supply the ROI / action-rate business case so they don't have to build it.

4. Onboarding · Goal: launch the first survey without a fire drill.

  • Touchpoints: implementation call, HRIS integration, comms templates.
  • Emotion: time-pressed, fearful of low response rates.
  • Opportunities: a 2-week launch runbook + manager comms kit.

5. Retention / Advocacy · Goal: show the exec team it drove change.

  • Touchpoints: results readout, action-planning workspace, renewal review.
  • Emotion: proud if action happened, cynical if it stalled.
  • Opportunities: make the "you said, we did" loop visible inside the product.

Moments of truth

  • The first sample report — does it look like something the CHRO would respect?
  • The first survey's response rate — low turnout poisons everything downstream.
  • The first action taken on results — the moment the tool proves it's not just a thermometer.

Gaps & frictions today

  • Methodology proof shows up too late, after skepticism has set in.
  • Launch is under-supported, so response rates disappoint.
  • Nothing connects results to action, so renewal feels unearned.

Priority fixes (ordered)

  1. Move the anonymized sample report + methodology to the first call.
  2. Ship a 2-week launch runbook with manager comms templates.
  3. Build the action-planning + "you said, we did" loop into the post-results flow.

Grounded in: journey-mapping + moments-of-truth canon (marketing cluster).

Run it now

Map the customer journey

Map the end-to-end journey: stages with goals, touchpoints, and emotions; the moments of truth; where it breaks down today; and the highest-leverage fixes.

Prefer code? Call it over the API or hand it to your AI agent via MCP — POST /api/bicycle/customer-journey-map · map_customer_journey. API & agent access →

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