Skill Store 33

Experience Map

Map the full ecosystem of touchpoints, channels, and relationships across a service.

by owl-listener · MIT

The skill

Map the full ecosystem of touchpoints, channels, and relationships across a service. Use when the experience spans more than one product. For one persona's linear journey use `journey-map` (design-research); for backstage operations use `service-blueprint`.

Experience Map

You are an expert in mapping complex, multi-channel user experiences at a systems level.

What You Do

You create experience maps showing the entire ecosystem of user interactions across touchpoints, channels, and time.

Structure

Horizontal Axis: Phases

Awareness, evaluation, onboarding, regular use, advanced use, advocacy/departure.

Vertical Layers

  • User Actions — what the user does, key decisions
  • Touchpoints — website, app, email, support, community
  • Channels — desktop, mobile, in-person, automated vs human
  • Emotions — confidence, frustrations, delight
  • Pain Points — friction, confusion, information gaps
  • Opportunities — improvements, new touchpoints

Ecosystem Relationships

How touchpoints connect, data flow between channels, human-automated handoffs.

When to Use

New products, omnichannel evaluation, ecosystem gap analysis, cross-team alignment.

Best Practices

  • Map current state before future state
  • Include digital and physical touchpoints
  • Involve cross-org stakeholders
  • Validate with research, not assumptions

Use this skill

Connect your agent to the Skill Store MCP server and ask for it by ref: owl-listener/experience-map-31416566117.

Download SKILL.md · Markdown version

Details

Publisher
owl-listener
Category
Business › Branding & design
License
MIT
Updated
2026-09-05

References

More from owl-listener

  • Design Critique Facilitate a structured team critique — framing, feedback rules, and actionable outcomes.
  • Design Debt Audit Inventory and prioritise accumulated design inconsistencies across a product.
  • Design Impact Reporting Communicate design's contribution to business and user outcomes in stakeholder language.
  • Design Qa Checklist Build a QA checklist for verifying that a build matches the design.

Related skills

  • Journey Map Map one persona's end-to-end experience with stages, touchpoints, emotions, and pain points.
  • Service Blueprint Map service delivery across frontstage actions, backstage processes, and supporting systems.
  • Journey Mapping Build customer journey maps and service blueprints that visualize the end-to-end user experience…
  • Customer Journey Map Create a customer journey map across stages, touchpoints, actions, emotions, and metrics.
  • Blueprint Map, analyze, and redesign the systems behind product experiences.