journey-map
Use when mapping what a user experiences over time — actions, thoughts, emotions, touchpoints across pre-service, during-service, and post-service stages
What this skill does
# Journey Map **Core principle:** A journey map is a user-centered narrative. It answers "what is this person going through?" not "how does our system work?" — that's the blueprint's job. ## Build from Evidence Read code (routes, controllers, mailers, views) to extract touchpoints and channels. Read transcripts and support tickets to extract thoughts and emotions. Code reveals *what the user encounters*; it cannot reveal *what they think or feel*. Accept docs, pasted content, URLs — ingest, don't summarize. ## Set Boundaries First One scenario, one actor. Define start and end from the actor's POV. Three lenses: | Lens | What it prevents | |------|-----------------| | **Lifecycle sequencing** (pre/during/post) | Optimizing one moment while degrading surroundings | | **Context of use** (environment, stakes, frequency) | Designing for a user who doesn't exist | | **JTBD forces** (functional, social, emotional) | Reducing the journey to task completion | ## Stage Structure Three stages: **pre-service -> during-service -> post-service**. Making before-and-after visible prevents local optimization. Per stage, capture: | Dimension | Guidance | |-----------|---------| | **Actions** | Observable behavior | | **Touchpoints + channels** | Extract from code | | **Thoughts** | Verbatim quotes when available; mark inferred | | **Emotions** | Grounded in research, not invented — name + valence | | **Pain points** | Friction, confusion, anxiety | | **Opportunities** | Unmet needs | ## Confidence Discipline Tag every claim: `[confirmed]` (verified in code, transcript, or docs), `[hypothesis]` (inferred), `[gap]` (unknown). Verbatim quotes = `[confirmed]`. Inferred emotions = `[hypothesis]`. Missing stages = `[gap]`. Note what would confirm each hypothesis. ## Relationship to Blueprint Journey map = user side. Blueprint = org side. Both needed. Two failure modes to prevent: 1. A compelling story that collapses under operational reality 2. Efficient operations users experience as cold or hostile ## Output Write to `docs/service-design/<slice>/journey-map.md` using the template at `service-design/templates/journey-map.md`. ## Related Artifacts `service-design:service-blueprint` for the org-side view. `service-design:empathy-analysis` for the deeper emotional/informational layer underlying thoughts and emotions here.
Related in General
modeling-omnistudio-epc-catalog
IncludedSalesforce Industries CME EPC product-modeling skill for Product2-based catalog creation. Use when creating EPC products, configuring product attributes, building offer bundles with Product Child Items, or reviewing EPC DataPack JSON metadata for product catalog changes. TRIGGER when: user creates or updates Product2 EPC records, AttributeAssignment payloads, AttributeMetadata/AttributeDefaultValues, Offer bundles, or ProductChildItem relationships. DO NOT TRIGGER when: designing OmniScripts/FlexCards/Integration Procedures (use building-omnistudio-omniscript, building-omnistudio-flexcard, or building-omnistudio-integration-procedure), implementing Apex business logic (use generating-apex), or troubleshooting deployment pipelines (use deploying-metadata).
relationship-science-coach
IncludedUse this skill for direct, practical adult relationship coaching: couples conflict, repair, trust, marriage, dating, flirting, attachment patterns, emotional connection, sex, desire differences, eroticism, kink negotiation, affection, love languages, breakups, and long-term passion. Draw on Gottman, EFT and Hold Me Tight, attachment science, modern sex research, Perel, Nagoski, Kerner, Schnarch, Love and Stosny, and flexible love-language tools. Be concrete and low-hedge. Redirect only for imminent danger, abuse, coercive control, minors, non-consent, self-harm, stalking, or medical/legal/psychiatric decisions.
building-sf-integrations
IncludedSalesforce integration architecture and runtime plumbing with 120-point scoring. Use this skill to set up Named Credentials, External Credentials, External Services, REST/SOAP callout patterns, Platform Events, and Change Data Capture. TRIGGER when: user sets up Named Credentials, External Services, REST/SOAP callouts, Platform Events, CDC, or touches .namedCredential-meta.xml files. DO NOT TRIGGER when: Connected App/OAuth config (use configuring-connected-apps), Apex-only logic (use generating-apex), or data import/export (use handling-sf-data).
venue-templates
IncludedAccess comprehensive LaTeX templates, formatting requirements, and submission guidelines for major scientific publication venues (Nature, Science, PLOS, IEEE, ACM), academic conferences (NeurIPS, ICML, CVPR, CHI), research posters, and grant proposals (NSF, NIH, DOE, DARPA). This skill should be used when preparing manuscripts for journal submission, conference papers, research posters, or grant proposals and need venue-specific formatting requirements and templates.
let-fate-decide
IncludedDraws the 12 Houses of the Zodiac Tarot spread to inject entropy into planning when prompts are vague, ambiguous, or casually delegated. Interprets the spread to guide next steps. Use when the user says 'let fate decide', 'YOLO', 'whatever', 'idk', or other nonchalant phrases, makes Yu-Gi-Oh references, or when you are about to arbitrarily pick between multiple reasonable approaches. Prefer over ask-questions-if-underspecified when the user's tone is casual or playful rather than precision-seeking.
net-ops
IncludedCross-platform network troubleshooting (Windows, macOS, Linux) via local or remote shell. Use for: DNS broken, can't resolve hostnames, nslookup/dig works but apps fail, NRPT, WFP, scutil, /etc/resolver, systemd-resolved, /etc/resolv.conf, NetworkManager, VPN DNS leak residue (ProtonVPN/Mullvad/WireGuard/AnyConnect), AV/firewall blocking DNS or DoH, Tailscale DNS interaction, intermittent connectivity, remote diagnostics over SSH.