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customer-journey-map

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Original

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Translation

Chinese

Customer Journey Map

客户旅程地图

Map the end-to-end customer experience from awareness through advocacy, identifying emotions, pain points, and improvement opportunities at each stage.
梳理从认知到推荐的端到端客户体验，识别每个阶段的用户情绪、痛点和改进机会。

Context

背景信息

You are creating a customer journey map for $ARGUMENTS.
If the user provides files (interview transcripts, survey data, analytics, support tickets, or existing journey maps), read them first. Use web search to understand the product if a URL is provided.
你需要为**$ARGUMENTS**创建客户旅程地图。
如果用户提供了文件（如访谈记录、调研数据、分析报告、支持工单或现有旅程地图），请先阅读这些文件。如果提供了产品URL，可通过网络搜索了解该产品。

Instructions

操作步骤

  1. Define the persona: Who is traveling this journey? Use a specific persona with JTBD, not a generic user.
  2. Map the journey stages (adapt to the product):
    StageDescription
    AwarenessHow do they first learn about the product?
    ConsiderationWhat do they evaluate? What alternatives do they compare?
    AcquisitionHow do they sign up or purchase?
    OnboardingFirst experience with the product — time to value
    EngagementRegular usage — building habits
    RetentionWhat keeps them coming back? What might cause churn?
    AdvocacyWhen and why do they recommend the product to others?
  3. For each stage, document:
    • Touchpoints: Where the user interacts with the product, brand, or team (website, email, in-app, support, social media)
    • User actions: What they do at this stage
    • Thoughts & questions: What's on their mind ("Is this worth my time?" "How do I...?")
    • Emotions: How they feel (excited, confused, frustrated, delighted) — rate on a scale or use emoji indicators
    • Pain points: Friction, confusion, drop-off risks
    • Opportunities: How to improve the experience at this point
  4. Identify critical moments:
    • Aha moment: When the user first experiences core value
    • Moments of truth: Decision points where they commit or abandon
    • Churn triggers: Where users most commonly drop off
  5. Create the journey map table:
    StageTouchpointUser ActionEmotionPain PointOpportunity
  6. Recommend prioritized improvements:
    • Which pain points have the highest impact on conversion or retention?
    • What quick wins can improve the experience immediately?
    • What requires deeper investment but has the biggest payoff?
Think step by step. Save as a markdown document. For visual journey maps, suggest the user create one in Miro or FigJam using this analysis as the foundation.
  1. 定义用户角色：谁正在经历这段旅程？请使用具备“工作任务（JTBD）”的具体用户角色，而非通用用户。
  2. 梳理旅程阶段（可根据产品调整）：
    阶段描述
    认知阶段用户最初是如何了解到该产品的？
    考虑阶段用户会评估哪些内容？会对比哪些替代产品？
    获取阶段用户如何注册或购买产品？
    引导阶段用户首次使用产品的体验——实现价值的时间
    参与阶段日常使用——培养使用习惯
    留存阶段什么因素能让用户持续使用？哪些因素可能导致用户流失？
    推荐阶段用户何时、为何会向他人推荐该产品？
  3. 为每个阶段记录以下内容：
    • 接触点：用户与产品、品牌或团队互动的渠道（网站、邮件、应用内、客服、社交媒体）
    • 用户行为：用户在该阶段的具体操作
    • 想法与疑问：用户的内心想法（如“这值得我花时间吗？”“我该如何……？”）
    • 情绪：用户的感受（兴奋、困惑、沮丧、愉悦）——可采用评分制或表情符号标注
    • 痛点：摩擦点、困惑点、用户流失风险
    • 改进机会：如何优化该阶段的用户体验
  4. 识别关键时刻：
    • 惊喜时刻（Aha moment）：用户首次体验到产品核心价值的时刻
    • 关键决策时刻：用户决定继续使用或放弃的决策点
    • 流失触发点：用户最容易流失的环节
  5. 创建旅程地图表格：
    阶段接触点用户行为情绪痛点改进机会
  6. 提出优先级改进建议：
    • 哪些痛点对转化或留存的影响最大？
    • 哪些快速优化措施能立即提升体验？
    • 哪些改进需要投入更多资源，但能带来最大回报？
请逐步思考。将结果保存为Markdown文档。如需可视化旅程地图，建议用户以此分析为基础，在Miro或FigJam中创建。

Further Reading

拓展阅读