ChatGPT prompt for a customer journey map template

Create a customer journey map from the evidence and context below.

Product or service: [PRODUCT OR SERVICE]
Primary customer and their situation: [PRIMARY CUSTOMER]
Journey goal and starting trigger: [JOURNEY GOAL AND TRIGGER]
Research evidence: [RESEARCH EVIDENCE]
Current touchpoints and operating constraints: [TOUCHPOINTS AND CONSTRAINTS]

Do not present assumptions as research findings. Do not invent motivations, emotions, channels, conversion rates, or touchpoints. Where evidence is thin, label the item as a hypothesis and state the fastest appropriate way to test it. Map one primary journey, not every possible persona or edge case.

Produce a journey map in a markdown table with 5-8 chronological stages. Use stages that reflect customer progress, not internal departments. For every stage include: customer goal; customer actions; questions or decision criteria; touchpoints; evidence-backed thoughts or emotions; friction and failure modes; moment-of-truth risk; business or operational dependency; opportunity; owner role; and success signal.

Then provide:
1. A 250-400 word narrative identifying the decisive moments, the highest-risk drop-off, and any mismatch between what customers need and what the organization currently provides.
2. A prioritized opportunity backlog of no more than six items, scored for customer impact, evidence strength, implementation effort, and risk. Phrase each as an outcome, not a feature request.
3. Three testable requirements for the top opportunity. Each must include the user need, triggering context, expected behavior or service response, acceptance evidence, and metric or research signal.
4. An assumptions register listing every major hypothesis, why it matters, and a proposed validation method.

Before answering, check that stages are sequential from the customer’s perspective and that opportunities solve a documented friction or clearly labeled hypothesis. Flag contradictory evidence. Ask up to three clarifying questions only if a required input is missing.

Build a service blueprint for [CUSTOMER JOURNEY] in [SERVICE]. Use [CUSTOMER EVIDENCE] and [CURRENT OPERATIONS]. Create a table with customer actions, frontstage employee or interface actions, backstage activities, supporting systems, handoffs, evidence or artifacts, failure points, and recovery actions. Then identify the three backstage dependencies most likely to damage the customer experience and propose one measurable control for each. Do not invent operational steps; mark unknowns clearly. Check that each frontstage promise has a backstage capability. Ask up to three questions only if required inputs are missing.

Map the first [TIME PERIOD] of onboarding for [CUSTOMER TYPE] using [RESEARCH AND DATA]. Their activation event is [ACTIVATION EVENT]. Produce stages from account creation to repeat use, with customer goal, required information, product action, confusion risk, assistance option, owner, and activation signal. Recommend five experiments ranked by evidence strength and expected effect on activation. Do not treat a click as activation unless it represents customer value. Before answering, check that each experiment targets a specific step and can be measured. Ask up to three questions only if inputs are missing.

Create a research plan to understand the journey from [STARTING SITUATION] to [CUSTOMER OUTCOME] for [TARGET CUSTOMER]. We currently know [CURRENT KNOWLEDGE] and need to decide [DECISION]. Produce research questions, recruitment criteria, 8 interview questions ordered from behavior to interpretation, artifacts to request, journey moments to observe, analysis tags, and a one-week synthesis plan. Avoid leading questions and do not assume the journey has fixed stages. Check that every research question can inform the stated decision. Ask up to three questions only if required inputs are missing.