Map The Journey After The Click
A useful website connects the promise to a clear customer experience.
Walk Through The Whole Path
Follow a visitor from a social post to the landing page, form or checkout, confirmation and next step. Look for moments when the person might wonder whether anything happened.
Make Approval Steps Visible
If payment needs manual verification, show that the order is awaiting review. If software requires provisioning, explain who provides access and how the customer will be notified. Avoid presenting a submitted order as completed service.
Give People A Place To Return
Use an account or client desk for appropriate order information and next steps. Keep sensitive documents in a system designed for them, and only expose records to the authorized account.
Put It To Work
Draw six boxes: Discovery, Offer, Action, Confirmation, Delivery and Support. Write one sentence in each box explaining what the customer sees.
Check Your Work
Your work should name a specific audience, a concrete deliverable and a next action that another person could follow.
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