Whiteboard PromptsCustomer journey map on Claude Whiteboards
Paste real customer quotes and support tickets, let Claude sort them into journey stages word for word, then map doing, feeling, pain points and opportunities, each traced back to a numbered quote.
Use it when: You have 30 to 60 real customer quotes, interview notes or support tickets for one customer segment and need to agree where the experience breaks; 4 to 10 people from product, design, support and sales.
Customer journey map
What you type here fills every prompt below and stays in this browser.
- 0′Lay out the board
- 4′Who this is and which stages
- 10′Load the evidence
- 20′Sort quotes into stages
- 30′Doing, touchpoints and gaps
- 40′Draw the feeling curve
- 50′Name the pain points
- 64′Opportunities and the top three
- 82′Close with the summary
Agenda, 90 minutes. Click a time to jump to its step.
Before the meeting
- Pick 30 to 60 quotes or ticket excerpts from this one segment, each one to three sentences. Number them Q1, Q2 and so on, and remove names, emails, phone numbers and account or policy numbers: the board can be shared with outside guests and exported.
- Export the tickets as text from your help desk. Claude works only from what is on the board, not from Zendesk, Intercom or any other connected app, and a board can't be imported from a file.
- Run step 1 and paste the first batch of quotes before people join, so the session starts with evidence on the board.
- 0–4 min
Lay out the board
Run this before people join. Check that the stages run left to right and the six rows are labeled on the left edge.
Start a whiteboard for a customer journey map of Nestwise, a home insurance app for First-time homeowners who switched from another insurer in the last 6 months. At the top left, add an empty card called "Who this is". Across the top, make seven columns labeled "Discover", "Compare", "Sign up", "Get started", "Use", "Get help" and "Renew or leave". Make six rows across all columns, labeled on the left: "Saying", "Doing", "Touchpoints", "Feeling", "Pain points", "Opportunities". To the right of the map, add an empty section called "Raw quotes" and below the map one called "No evidence yet". Leave every cell empty.
Board after this stepAn empty seven-by-six grid, an empty persona card, a raw quotes area and an evidence-gap area.
Steps 2 to 9 are in the workshop kit
You have the setup prompt and the full agenda. The kit adds the other 8 prompts of this customer journey map, what to do while Claude works on each one, and 4 follow-up prompts: Opportunity backlog sheet, Research plan for the gaps, Leadership deck, Send to Miro or Lucid. The same for all 12 workshops, plus the 40-prompt library.
One payment, no subscription. Opens in this browser as soon as Stripe checkout completes.- 4–10 min
Who this is and which stages
In the kitFill "Who this is" with these facts, one per line, keeping my wording …
Board after this stepA fact-only persona card and stage columns in the customers' own terms.
- 10–20 min
Load the evidence
In the kitAdd each of these quotes to "Raw quotes" as its own sticky note …
Board after this stepThirty to sixty numbered quote notes in the raw quotes area, word for word.
- 20–30 min
Sort quotes into stages
In the kitMove each note from "Raw quotes" into the "Saying" row of the stage it describes …
Board after this stepThe Saying row is filled with quotes; each stage shows its quote count, and lopsided stages are visible at a glance.
- 30–40 min
Doing, touchpoints and gaps
In the kitFor each stage, add notes to the "Doing" row (what the customer does) and the "Touchpoints" row (the screen, email, call or document they deal with), …
Board after this stepDoing and Touchpoints rows filled with evidence-tagged notes, and a short list of open questions below the map.
- 40–50 min
Draw the feeling curve
In the kitIn the "Feeling" row, put a dot in each stage at these scores from -2 (very negative) to +2 (very positive) …
Board after this stepA feeling line across the map with sentiment counts per stage and the lowest point in red.
- 50–64 min
Name the pain points
In the kitLook only at the quotes in this stage …
Board after this stepThe worst stages have ranked pain points, each with a quote count and IDs.
- 64–82 min
Opportunities and the top three
In the kitCount the dots on each note in the "Opportunities" row and write the count on the note …
Board after this stepOpportunities linked to pain points, the top three outlined with an owner and next step filled in by the room.
- 82–90 min
Close with the summary
In the kitTurn this board into a journey map summary doc with these sections …
Board after this stepThe board is the full map; the doc is what goes to people who weren't there.
After the meeting
Opportunity backlog sheet
In the kitCreate a sheet from the "Opportunities" and "Pain points" rows on this board with the columns Opportunity, Stage, Pain point, Quote count, Quote IDs, …
Research plan for the gaps
In the kitTurn the notes in "No evidence yet" into a short research plan doc …
Leadership deck
In the kitTurn this board into a five-slide deck …
Send to Miro or Lucid
In the kitBefore I send this board to Miro, tidy it …
What goes wrong on Claude Whiteboards
- Say "keep the exact wording" in every prompt that touches quotes. Without it, Claude tidies quotes into neat summaries, and a journey map of paraphrases no longer proves anything to the people who have to act on it.
- 2 more pitfalls for this workshop are in the kit
Board layout
A journey map with stages as columns and rows for Saying, Doing, Touchpoints, Feeling and Pain points, every note tagged with the quote IDs behind it, a list of evidence gaps, and three opportunities with an owner each. Plus a summary doc and an opportunity backlog sheet.
Agenda at a glance
| Minutes | Step | What the board shows afterwards |
|---|---|---|
| 0–4 | Lay out the board | An empty seven-by-six grid, an empty persona card, a raw quotes area and an evidence-gap area. |
| 4–10 | Who this is and which stages | A fact-only persona card and stage columns in the customers' own terms. |
| 10–20 | Load the evidence | Thirty to sixty numbered quote notes in the raw quotes area, word for word. |
| 20–30 | Sort quotes into stages | The Saying row is filled with quotes; each stage shows its quote count, and lopsided stages are visible at a glance. |
| 30–40 | Doing, touchpoints and gaps | Doing and Touchpoints rows filled with evidence-tagged notes, and a short list of open questions below the map. |
| 40–50 | Draw the feeling curve | A feeling line across the map with sentiment counts per stage and the lowest point in red. |
| 50–64 | Name the pain points | The worst stages have ranked pain points, each with a quote count and IDs. |
| 64–82 | Opportunities and the top three | Opportunities linked to pain points, the top three outlined with an owner and next step filled in by the room. |
| 82–90 | Close with the summary | The board is the full map; the doc is what goes to people who weren't there. |
Run every workshop, not just the retro
Anthropic's help page gives three sample prompts. Free prompt packs give single prompts. The kit gives you the whole session: what to paste, in what order, how many minutes each step takes, what you do while Claude works and what the board should show before you move on.
| Free here | Workshop kit | |
|---|---|---|
| Sprint retrospective | The whole script | The whole script |
| The other 11 workshops | Agenda, board layout and the first prompt | Every prompt in order, with what you do at each step |
| Prompts that turn the board into a doc, deck, tracker sheet or Miro board | Retro only | For every workshop (40 in all) |
| Mistakes to avoid on Claude Whiteboards | One per workshop | All of them |
| Single-job prompt library | 10 prompts | All 40 |
| Copy, print or download a script | Retro only | All 12, plus the whole kit as one Markdown file |
$19one payment
No subscription. Checkout by Stripe; the kit opens in this browser straight after. On another device, ask for a sign-in link sent to the email you paid with.