Journey Mapping
Analyzing and Ranking Key Pain Points in a Current Customer Journey Map
This prompt helps teams evaluate an existing customer journey map to identify, rank, and prioritize pain points based on their impact on user satisfaction and business outcomes. By focusing on the most critical friction areas, teams can effectively allocate resources to improve the customer experience and drive measurable results.
Responsible:
Product Management
Accountable, Informed or Consulted:
Product, Marketing, Customer Success, Design, Operations
THE PREP
Creating effective prompts involves tailoring them with detailed, relevant information and uploading documents that provide the best context. Prompts act as a framework to guide the response, but specificity and customization ensure the most accurate and helpful results. Use these prep tips to get the most out of this prompt:
Review the existing customer journey map and gather supporting data (e.g., analytics, feedback, surveys).
Define metrics to evaluate pain point impact (e.g., conversion rates, user satisfaction scores).
Organize user personas or segmentation data to understand who is most affected by each pain point.
THE PROMPT
Analyze our current customer journey map for [product/service name] to identify and rank key pain points. For each pain area:
Describe the specific issue and the stage or touchpoint where it occurs.
Evaluate its impact on user experience and business outcomes (e.g., churn, drop-offs, dissatisfaction).
Assess contributing factors or root causes of the problem.
Provide recommendations for addressing or resolving each pain point.
Rank the pain points based on their severity and potential ROI if resolved. If further context is needed, such as user data or persona details, ask for clarification to enhance the analysis.
Bonus Add-On Prompts
Propose quick-win solutions for addressing the top-ranked pain points in the current journey map.
Identify long-term strategies to resolve recurring challenges in the journey.
Suggest tools or methods to monitor and track the resolution of identified pain points.
Use AI responsibly by verifying its outputs, as it may occasionally generate inaccurate or incomplete information. Treat AI as a tool to support your decision-making, ensuring human oversight and professional judgment for critical or sensitive use cases.
SUGGESTIONS TO IMPROVE
Include emotional impacts of pain points to prioritize user-centric fixes.
Focus the analysis on specific journey stages, such as post-purchase or onboarding.
Add comparisons to competitors’ user journeys to identify relative weaknesses.
Incorporate cross-departmental input to ensure a holistic view of pain points.
Suggest phased approaches to address the most critical areas first.
WHEN TO USE
To evaluate and improve an existing customer journey map.
When user satisfaction scores or engagement metrics highlight areas for improvement.
During strategy sessions to align teams on the most pressing challenges.
WHEN NOT TO USE
If the journey map is incomplete or outdated, making analysis unreliable.
When focusing on creating a new journey map rather than improving an existing one.