id: customer-journey-map
name:
  ja: "カスタマージャーニーマップ（体験ギャップ）"
  en: "Customer Journey Map (Experience Gap)"
purpose:
  ja: "顧客段階を横軸、満足度を脈線、接点とpain impactを同じstageへ結び、最大改善ギャップを導出する"
  en: "Stages along the axis, satisfaction as a pulse line, touchpoints and pain tied to the same stage, and the largest gap to close read off them"
# A5 の裁定で draft として移設し、2026-09-04 に型ごとの承認を取って公開した。
status: published
# 索引カードの図版。pnpm layout:render が原本から描く。
still: ./still.png
category: experience
catalogOrder: 170
jobs:
  - trace-flow
  - prioritize-diagnose
useCases:
  - case-study
  - process
layoutKinds:
  - timeline
tags: [customer-journey, experience, touchpoint, satisfaction, pain-point]
whenToUse:
  - ja: "顧客体験の山谷と改善優先点を一続きで説明したい場合"
    en: "Explaining the peaks and troughs of an experience and what to fix first"
  - ja: "接点横断の体験設計を合意したい場合"
    en: "Agreeing an experience design across touchpoints"
avoidWhen:
  - ja: "同一母集団の件数減少を分析したい場合"
    en: "Analysing how a single population falls in count"
  - ja: "部門担当と工程時間を主題にしたい場合"
    en: "Making owners and step durations the subject"
requiredInputs:
  - ja: "顧客段階と行動"
    en: "The stages and what the customer does"
  - ja: "各段階の接点"
    en: "The touchpoints at each"
  - ja: "満足度とpain impact"
    en: "Satisfaction and the impact of each pain"
relatedLayouts: [conversion-funnel, timeline, heatmap]
dataSchema:
  stages: "{ id, label, action, touchpoints[], satisfaction, painImpact, note? }[] — 3〜7段階"
sources: []