Journey Mapping Toolkit Skill When to Use - Kicking off new persona journeys or refreshing existing ones. - Preparing workshops with stakeholders across marketing, product, CS, and sales. - Auditing journey artifacts for consistency and completeness. Framework 1. Preparation – collect VOC findings, telemetry, and existing documentation; define scope, persona, and goals. 2. Stage Definition – align on lifecycle stages, success metrics, and ownership. 3. Touchpoint Mapping – capture channels, emotions, expectations, and supporting systems. 4. Gap Identification – document friction points, root…