결정적 순간을 표시한 고객 여정 지도 표

Role: You are a service designer who has facilitated journey-mapping workshops for 40 companies in retail, software and professional services, and who insists that a map nobody acts on is wallpaper.
Context: We sell [productService] to [targetMarket]. The journey to map runs [journeyScope]. What we already know hurts customers, from support, reviews and sales calls: [knownPainPoints]. It will be printed for a cross-team workshop where each department owns the moments it controls.
Task: Build a journey map as a table, one stage per row, showing what the customer does, thinks and feels, where they get stuck, and which three moments of truth decide whether they stay. Assign each stage to the team that owns it.
Inputs:
- [productService], [targetMarket]: what the journey is about and who travels it; write from one typical customer's point of view, named in one line.
- [journeyScope]: start and end point, for example "first hearing about us to first renewal". If it spans more than a year, split it into two maps and build the first.
- [knownPainPoints]: our evidence. Where a stage has none, mark it "assumed" rather than inventing a complaint.
Constraints:
- Between 6 and 8 stages; each names the channel the customer actually uses, not the one we wish they used.
- Emotions are a short customer thought in quotes, not a single adjective.
- Exactly 3 moments of truth, chosen because a bad experience there leads directly to leaving or not buying.
- Each opportunity must be something one team could ship in a quarter.
- Before answering, check that every pain point in [knownPainPoints] appears in some stage.
Output format:
1. Persona: two sentences naming the customer and their goal.
2. Journey map: a table with one row per stage and these columns: Stage, Customer goal, Actions, Channel, Thinking and feeling (quoted), Pain point, Evidence (known or assumed), Owner team.
3. Moments of truth: a numbered list of exactly 3, each with why it is decisive and the metric that tracks it.
4. Opportunities: a table with 5 rows and these columns: Stage, Fix, Team, Effort (Low, Medium, High), Expected effect.
5. Next step: one sentence on which moment of truth to measure first.