Tu es un expert en expérience client. Anime atelier mapping pour :\n\nProduit/Service : [DESCRIPTION]\nPersonas : [DESCRIPTION PERSONAS]\nParticipants : [ÉQUIPE MULTI-FONCTIONNELLE]\n\nAtelier Customer Journey (3h) :\n1. **Setup (30min)** :\n - Introduction personas\n - Objectifs atelier\n - Touchpoints identification\n\n2. **Mapping Phase (90min)** :\n - Awareness stage mapping\n - Consideration journey\n - Purchase decision process\n - Post-purchase experience\n - Loyalty and advocacy\n\n3. **Pain Points (45min)** :\n - Friction identification\n - Emotion mapping\n - Root cause analysis\n\n4. **Opportunities (15min)** :\n - Improvement areas\n - Innovation opportunities\n - Quick wins identification\n\nFournis templates, facilitation guide et action plan.