SkillSwap - Neighborhood Skill Exchange

Goal: Discover SkillSwap as a solution for neighborhood skill exchange

Touchpoints: Social media, community events, word of mouth, online search

Emotions: Curious 🤔, Skeptical 😐

Pain Points: Difficulty finding reliable, trustworthy neighbors for skill exchange

Opportunities to Delight: Clear, concise messaging about the benefits of SkillSwap, user testimonials

Goal: Understand how SkillSwap works and its value proposition

Touchpoints: Website, demo video, FAQs, community testimonials

Emotions: Interested 🧐, Comparing options 🤔

Pain Points: Unclear how the time credit system works, concerns about quality control

Opportunities to Delight: Interactive demo, clear explanations of the credit system, showcase of community success stories

Goal: Evaluate SkillSwap against other options for skill exchange

Touchpoints: Comparison charts, reviews, community feedback

Emotions: Weighing options ⚖️, Considering trust 🤝

Pain Points: Difficulty comparing features and benefits with other platforms

Opportunities to Delight: Clear comparison tables, testimonials from users who have tried other platforms, emphasis on community and trust

Goal: Try out SkillSwap with a small commitment

Touchpoints: Sign-up process, first skill listing, initial exchange

Emotions: Hopeful 🌟, Cautious ⚠️

Pain Points: Difficulty finding the right skill match, concerns about the quality of the exchange

Opportunities to Delight: Easy sign-up, clear guidance on creating a skill listing, excellent customer support

Goal: Experience the first successful skill exchange

Touchpoints: Completion of first exchange, feedback mechanism

Emotions: Satisfaction 😊, Relief 🙌

Pain Points: Difficulty with the exchange process, unsatisfactory experience

Opportunities to Delight: Smooth exchange process, positive feedback from the other party, sense of community and belonging

Goal: Regularly use SkillSwap for skill exchanges

Touchpoints: Ongoing exchanges, community interactions, notifications

Emotions: Engaged 🤝, Valued 💕

Pain Points: Inconsistent quality of exchanges, lack of new skills to learn

Opportunities to Delight: Consistently high-quality exchanges, new skill suggestions, community events

Goal: Continue using SkillSwap over time

Touchpoints: Regular emails, community news, skill suggestions

Emotions: Loyal 🙏, Connected 🌐

Pain Points: Lack of innovation, decreasing quality of exchanges

Opportunities to Delight: Continuous improvement of the platform, new features, community recognition

Goal: Increase engagement and invite others to SkillSwap

Touchpoints: Referral program, community challenges, social media sharing

Emotions: Excited 🎉, Proud 💪

Pain Points: Difficulty in finding others to invite, lack of incentives

Opportunities to Delight: Rewarding referral program, recognition for community contributions, easy sharing tools

Goal: Actively promote SkillSwap to others

Touchpoints: Testimonials, case studies, community ambassador program

Emotions: Passionate ❤️, Committed 🙌

Pain Points: Lack of tools or support for advocacy, not feeling heard

Opportunities to Delight: Empowering advocacy tools, feedback mechanisms, public recognition

Emotion

High │ ★ Aha! ★ Success ★ Referral Reward

│ ╱ ╲ ╱ ╲ ╱

│ ╱ ╲ ╱ ╲ ╱

Medium │────● ╲ ╱ ╲ ╱

│ Curious ╲ ╱ ●

│ ╲ ╱ Steady Usage

Low │ ●

│ Confusion/Stuck

└─────────────────────────────────────────────────────────

Awareness Trial Activation Engagement Retention Advocacy

Step 1: Awareness of SkillSwap through social media or word of mouth

Step 2: Interest piqued, visits the SkillSwap website

Step 3: Consideration of SkillSwap as a solution for skill exchange

Step 4: Trial - signs up and lists a skill or seeks a skill

Step 5: Activation - completes first successful exchange