User Journey Mapping with Digital and Physical Touchpoints

Create a user journey map for [PERSONA] interacting with [PRODUCT/SERVICE NAME] in [SPECIFIC CONTEXT].

Persona: [NAME], [AGE], [OCCUPATION], [CONTEXT], technology familiarity: [LEVEL].

**For each journey stage, detail:**

1) **Stages** (minimum 6):
[STAGE 1: e.g., Discovery] -> [STAGE 2: e.g., Research] -> [STAGE 3: e.g., Sign-up] -> [STAGE 4: e.g., First Experience] -> [STAGE 5: e.g., Ongoing Use] -> [STAGE 6: e.g., Retention/Churn]

2) **For each stage:**
- User actions (what they do)
- Touchpoints (app, website, store, email, messaging, phone)
- Thoughts (what they're thinking)
- Emotions (scale from -3 to +3 with justification)
- Pain points (specific frustrations)
- Opportunities (how to improve)
- Associated metrics (conversion, NPS, time)

3) **Backstage:**
- Internal processes supporting each stage
- Systems and tools involved
- Handoffs between teams (marketing -> sales -> support)

4) **Moments of Truth:**
- Top 3 moments that determine whether the user continues or drops off
- Evidence (quantitative or qualitative data)

5) **Prioritized Opportunities:**
- Quick wins (implementable within 2 weeks)
- Medium-term improvements (1-3 months)
- Strategic transformations (3-6 months)
- Estimated impact on [PRIMARY METRIC]

6) **Presentation Format:**
- Horizontal layout (timeline)
- Visual emotional curve
- Color-coded by channel (digital vs. physical)
- Ready to present to non-technical stakeholders

Available data sources: [DATA SOURCES: analytics, surveys, interviews, support tickets].