Customer Journey Map

LIFECYCLE CONVERT &

VISIT WEBSITE REGISTER ONBOARD
STAGE RETAIN

USER EXPERIENCE

Tool tips Nurture emails

Site design
TOUCH Call-to-action button Self-serve Payment process
POINTS & Messaging
SCORECARD Registration form Integrations Calls-to-action
Content
Documentation Pricing & Offers

• Undifferentiated
• Lack tool tips • Only have system emails
messaging • Untested CTAs
CHALLENGES • Onboarding not yet intuitive • Untested offers and pricing
• Small content • Awkward reg form design
• Thin documentation
supply

RECOMMENDATION

- Bounce rate - % who integrate Mixpanel - User-to-paid conversion %

METRICS - Conversion % - Registration % by channel - % who create scenario - Churn %
- CTA button click% - % who invite others - Customer LTV

1. Roll out tool tips

1. AB test messaging
2. Research onboarding with live
Improvement 2. Home page video 1. AB test CTA button 1. Link blog content to nurture flows
testers
Opportunities 3. Customer 2. Test reg form (if possible) 2. Test offers to inform pricing
3. Continue support material
testimonials
rollout