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Templates · Marketing

Customer Journey Map

Map every stage of the customer experience and mine it for opportunities.

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Without it

Everyone has an opinion about where customers struggle, and none of it is written down against a stage anyone can point at.

A StoryOS board view, the kind Customer Journey Map installs

A real board view in StoryOS — the shape Customer Journey Map installs.

What gets installed

3 connected databases, with fields, relations and views pre-wired.

Journeys

Persona · textStatus · selectScope & Notes · rich_text

Stages

Order · numberDescription · text

Insights

Kind · selectTouchpoint · textSeverity · selectDetails · rich_text

Ships with 3 saved views: Map (by kind) (board) · Pain points (table) · Stages in order (table)

How this template works

How this works

The classic approach uses nine databases; we compress to three without losing the method: Journeys (one per persona), Stages (the steps, ordered), Insights (everything you learn, tagged with a Kind).

The method

  • Create a Journey per persona and its Stages in order (Awareness → Consideration → Purchase → Onboarding → Advocacy is the classic spine).
  • Walk each stage and log Insights: what the customer does (Action), wants (Goal), thinks (Thought), feels (Emotion), where it hurts (Pain point), and what you could do about it (Opportunity).
  • The Insights board grouped by Kind is your map; the Pain points view sorted by severity is your backlog input.

Tips

  • Every Opportunity should eventually become a task in your work space — copy the title across, or wire an automation.
  • Touchpoint names ("pricing page", "onboarding email 2") make insights actionable — always fill them.

Then put an agent on it

An agent clusters new research notes onto the journey stage they belong to, so pain points accumulate as evidence instead of anecdotes.

It runs on your own Claude or ChatGPT over MCP — never metered, never marked up — and every move it makes waits at an approval gate. How agent runs work →

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See the bigger picture: how marketing teams run on StoryOS →

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Template contents synced from the product registry, 2026-07-26.