Customer Journey & Lifecycle: MedMinder Pro
Stage 1: Awareness
Goal: Discover the product
Emotions: 🤔 Curious, 😐 Skeptical
Touchpoints: Google search results, social media, blog posts, podcasts
Pain Points: Too many search results, unclear product benefits
Opportunities to Delight: Clear, benefit-focused headline, social proof
Key Metrics: Impressions, Click-through rate
Optimization Actions: A/B test headlines, improve SEO
Stage 2: Interest
Goal: Understand if this might work
Emotions: Interested 🧐, Comparing options 🤔
Touchpoints: Landing page, demo video, product screenshots
Pain Points: Landing page too vague, no demo
Opportunities to Delight: Sample analysis output, clear comparison
Key Metrics: Time on page, Scroll depth
Optimization Actions: Add interactive demo, feature comparison table
Emotional Journey Curve
Emotional Low Points: Confusion during trial, waiting for results, buyer's remorse
Emotional High Points: Aha moment, validation feeling, sharing success
Activation Journey
| Step | Action | Target Time | Conversion Goal |
|---|---|---|---|
| 1 | Sign up | <2 min | 100% |
| 2 | Enter project spec | <10 min | 80% |
| 3 | Select model(s) | <1 min | 95% |
| 4 | Generate analysis | 5-30 min | 90% |
| 5 | View results | <5 min | 95% |
| 6 | Rate as useful | <1 min | 70% |
Time to Activation Target: <30 minutes from signup
Activation Rate Target: 60%+ of signups reach activation
Retention Mechanics
Natural Return Triggers: New product idea, iteration, preparing for a meeting
Engineered Return Triggers: Weekly email with tips, new feature announcements
| Cohort | Target | Action if Below |
|---|---|---|
| Week 1 | 60% return | Improve onboarding |
| Week 2 | 40% return | Email engagement |
| Month 1 | 30% return | Value reinforcement |
| Month 3 | 25% return | Feature expansion |
Expansion Opportunities
| Trigger | From Tier | To Tier | User Signal |
|---|---|---|---|
| Hitting usage limits | Free | Starter | 5 analyses in a month |
| Need more models | Starter | Pro | Runs 3+ models per analysis |
| Team sharing | Pro | Team | Shares link to account |
| Enterprise needs | Team | Enterprise | Asks about SSO, volume |
Expansion Revenue Goals: 30% of paid users upgrade within 6 months
Advocacy & Referral Journey
Advocacy Stages: Passive Satisfaction → Active Satisfaction → Organic Advocacy → Incentivized Advocacy → Community Leadership
Referral Program Design: "Know someone who could use this? Get 1 month free for each referral"
Advocacy Content: Shareable reports, case study templates, social share buttons
Journey Metrics Dashboard
| Stage | Primary Metric | Secondary Metrics | Target |
|---|---|---|---|
| Awareness | Impressions | CTR, traffic sources | 10K/mo |
| Interest | Time on page | Video views, scroll depth | >60s avg |
| Consideration | Landing page conversion | Pricing page views | 5%+ signup |
| Trial | Signups | Signup completion rate | 100/mo |
| Activation | Activation rate | Time to activate | 60%+ |
| Engagement | Weekly Active Users | Sessions per user | 25% DAU/MAU |
| Retention | D30 Retention | Churn rate | 30%+ |
| Expansion | Upgrade rate | Net Revenue Retention | 15% upgrade |
| Advocacy | NPS | Referral rate | 40+ NPS |