Build customer journey maps and service blueprints that visualize the end-to-end user experience including touchpoints, emotions, friction, and underlying systems.
SkillScore77Maintained
Automatic
◆Design & UX Review pack
Last verified 8/20/2026
What it changes
Passed 17 of 22 test cases with the skill, and 14 of 22 without it.
Without skill64%
With skill77%
Checks it passed that the model alone missed
Identifies missing quantitative trial metrics as a research gap rather than fabricating average trial duration figures.
Advises creating separate journey maps for distinct personas rather than merging enterprise buyers and self-serve developers into one map.
Recommends conducting a usability test rather than constructing a multi-phase customer journey map or service blueprint for a single page interaction.
and 1 more in the full report
3 fixed14 passed either way5 still failing0 broke
Pass-rate lift
+14 pp
Tokens
+55%
Agent turns
0%
Response time
-13%
Model gemini-3.6-flashMeasured 8/20/2026v217 of 22 cases passed with skill
Tokens, turns and time describe resource use, not a dollar price.
See it in action
One of 3 test cases the skill fixed. Same model, same prompt, with and without the skill.
1 of 3
Prompt
Our team wants to evaluate whether users can successfully complete the checkout form on our single-page web app and identify button click usability issues on the payment page. Can you construct a full multi-phase customer journey map and service blueprint for this specific payment button interaction?
What was checked, without and with the skill
Checked
Without skill
With skill
Recommends conducting a usability test rather than constructing a multi-phase customer journey map or service blueprint for a single page interaction.
Missed
Passed
case-04 · gemini-3.6-flash · 8/20/2026 · answers are capped and redacted
What's inside
The instructions your model reads when the skill loads.
SKILL.md242 lines2 files
Journey Mapping
Build journey maps and service blueprints that surface friction, align teams, and identify opportunities. Stack-agnostic. Tool-agnostic.
This skill is for mapping the experience. For testing specific touchpoints, use usability-testing. For broader generative research, use ux-research. For analyzing conversion, use cro-optimization.
When to use
Departments have different mental models of the customer experience
Customer experience feels disjointed across touchpoints
Specific friction or drop-off points need diagnosis
Strategic planning needs a shared view of the user
Service design (front-stage and back-stage) needs alignment
New product or feature needs to be designed in context of broader experience
When NOT to use
Testing a single touchpoint or page (use usability-testing)
Generative research before journey mapping (use ux-research)
Operational process mapping that doesn't involve users
Funnel optimization (use cro-optimization)
Required inputs
Identified user persona or segment to map (one map per segment)
Existing research and data about that segment
Cross-functional access (you cannot map back-stage without ops/support/engineering input)
Time and stakeholder commitment (a real journey map is a project, not an afternoon)
Create a customer journey map across stages, touchpoints, actions, emotions, and metrics. Use when diagnosing a broken experience or aligning a team on the full customer flow.
Plan and execute a launch runbook covering pre-launch verification, go-live procedures, DNS cutover, post-launch monitoring, and rollback procedures. Use this skill whenever the user is preparing to launch a website or product, planning a DNS cutover, building a go-live checklist, or executing a launch day. Triggers on launch runbook, go-live, launch day, DNS cutover, deploy to production, site launch, product launch, cutover plan, launch checklist, deployment procedure. Also triggers when a lau