Mapping the prospect journey — a Service Design case study
Summary: Mapping the prospect journey (at Clinked), on three levels (user experience, sales & CS, automations) with two objectives: documenting the service and flagging bottlenecks, inconsistencies & necessary improvements.
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Documenting prospect journey along Marketing channels
Helped identify nodes with most traffic and prioritize design
Mapping the demo booking, demo and follow-ups
Helped us better understand client needs before demo
Mapping the sign up experience (before an after)
Helped customizing the trial experience around use-case
Trial experience, downgrade, cancellation, failed payment
Revealed we needed to act faster, with customized content
Becoming a customer and booking onboarding
Revealed the need of a CS strategy to help client retention
