Create a holistic experience map showing the full ecosystem of user touchpoints, channels, and relationships.
--- name: experience-map description: 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--- name: experience-map description: 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
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