customer-journey

What problem does it solve?

Aligns product and web design decisions with real user needs by turning fragmented analytics, interviews, and support data into validated personas, clear phase models, and prioritized touchpoints to reduce abandonment and improve retention.

Core Features & Use Cases

• Data-driven Personas: Combine analytics, CRM, support tickets, and interviews to define and validate personas with concrete goals and pain points.
• Journey Mapping & Phases: Map the 5+1 phases (Awareness, Interest, Evaluation, Purchase Decision, Customer Experience, Retention) and assign content and CTAs per phase.
• Touchpoint Categorization (EPOMS): Classify and prioritize Earned, Paid, Owned, Managed, and Shared touchpoints and evaluate their emotional impact.
• Onboarding & Retention Patterns: Design onboarding sequences for first success within 60 seconds and create re-engagement loops for inactive users.
• Use Case: Conduct a touchpoint audit before a relaunch to identify high-impact fixes, design a 3-step onboarding sequence, and define KPIs per phase.

Quick Start

Use the customer-journey skill to create data-driven personas and a journey map, prioritize touchpoints, and outline an onboarding sequence using available analytics and interview data.