Müşteri Yolculuğu Haritası Üretici

Girdi

Ürün / Hizmet Açıklaması

A project management SaaS for marketing teams. Users sign up via free trial, set up their first project, invite teammates, and connect integrations. Key touchpoints: website, signup flow, in-app onboarding, email sequence, support chat.

Müşteri Profili

A marketing manager at a 30-person agency, juggling multiple client projects, moderately tech-savvy, wants to reduce status-update chaos, evaluates tools quickly and abandons anything confusing.

Yolculuk Türü

Onboarding Deneyimi

Bilinen Temas Noktaları

Website, signup flow, in-app onboarding tour, welcome email sequence, support chat, first-project template gallery.

Çıktı (alıntı)

Onboarding journey:
Stage 1 Discover (website): Goal — confirm fit. Emotion: hopeful but skeptical. Friction: unclear which plan fits agencies. Stage 2 Activate (signup + first project): Goal — see value fast. Emotion: impatient. Friction: blank-state paralysis -> fix with a pre-built agency template. Stage 3 Invite team: Goal — collaborate. Friction: permission confusion. Stage 4 Habit (week 1 emails): Goal — return daily. Aha moment: first completed project. Drop-off risk highest at the blank first-project screen.

Girdi

Ürün / Hizmet Açıklaması

An online store selling premium pet food by subscription. Customers discover via ads, browse products, take a quiz to find the right food, subscribe, and receive recurring deliveries.

Müşteri Profili

A first-time dog owner in their early 30s, anxious about feeding their puppy correctly, willing to pay for quality and convenience, researches heavily before buying.

Yolculuk Türü

Satın Alma / Dönüşüm Hunisi

Bilinen Temas Noktaları

Instagram ads, product pages, the food-finder quiz, reviews, checkout, subscription confirmation email.

Çıktı (alıntı)

Purchase journey:
Stage 1 Awareness (Instagram ad): Emotion — curious but cautious. Need: reassurance this is right for a puppy. Stage 2 Consideration (quiz + reviews): The quiz is the conversion engine, it turns anxiety into a personalized recommendation. Friction: too many flavor choices. Stage 3 Decision (checkout): Concern — subscription lock-in; fix with 'cancel anytime' reassurance. Stage 4 Confirmation: Reduce buyer's remorse with a feeding-guide email. Key opportunity: lean into the quiz earlier in the ad funnel.

Girdi

Ürün / Hizmet Açıklaması

A mobile banking app. Customers may hit issues like failed transfers, locked accounts, or card disputes. Support touchpoints include in-app help center, chatbot, live chat, phone, and email.

Müşteri Profili

A working professional in their 40s, low tolerance for friction during money problems, wants fast resolution, will switch banks after one bad support experience.

Yolculuk Türü

Destek / Sorun Çözme

Bilinen Temas Noktaları

In-app help center, AI chatbot, live chat handoff, phone support, status email, resolution follow-up.

Çıktı (alıntı)

Support journey (high-stakes, money problem):
Stage 1 Problem hits (failed transfer): Emotion — anxious, urgent. Need: immediate reassurance funds are safe. Stage 2 Self-serve (help center + chatbot): Friction — generic bot answers escalate frustration; fix with instant 'talk to a human' on money issues. Stage 3 Live resolution: Critical moment, response speed determines loyalty. Stage 4 Follow-up: A proactive resolution email rebuilds trust. Insight: for financial stress, minimize bot gatekeeping, route to humans fast.