SaaS reducing trial-to-paid drop-off
A SaaS losing trial users at day 6 needs the full journey mapped from sign-up to paid with touchpoint analysis and friction points identified.
Customer Journey Mapping
Tier 3 · Research & Support · $500 · 15–20 hrs · 14 day turnaround
Listed price is the project base price. A 3% payment processing fee is added at checkout. The full total is charged upfront when you place your order.
Map the end-to-end customer journey with touchpoints, pain points, and opportunities for improvement.
You'll receive a complete visual and written map of how customers move through your business—from first awareness through post-purchase—with every touchpoint documented, friction points identified, and specific improvement recommendations tied to each stage. This is for founders, product managers, and operations leaders who suspect drop-off or churn happens somewhere in their funnel but need concrete data on where and why.
Deliverables
- Customer journey map
- Touchpoint analysis
- Pain point identification
- Improvement roadmap
What's included
- End-to-end journey
- Touchpoint analysis
- Improvement recommendations
Not included
- Customer interviews
- Implementation
- Ongoing monitoring
What you'll get
Your current customer flow documentation (user onboarding docs, feature walkthroughs, email sequences, checkout steps, etc.), typical customer persona details (role, goals, budget constraints), and any existing analytics data showing where users hesitate or exit (e.g., signup completion rates, cart abandonment %, feature adoption %). If you have customer support tickets or churn feedback, include those too.
The student maps your end-to-end journey by building a stage-by-stage breakdown (awareness → consideration → purchase → onboarding → ongoing use → retention/churn), identifying all customer touchpoints at each stage (website, email, in-app, support, billing), documenting pain points where friction or confusion occurs, and compiling an improvement roadmap that ranks fixes by impact. Work includes visual mapping, written analysis of each touchpoint, and annotated recommendations.
One customer journey map (Figma file, PDF, or PowerPoint depending on your preference), a touchpoint analysis document listing every interaction point and current state, a pain point summary with severity ratings, and an improvement roadmap with 8–15 prioritized fixes tied to specific stages and outcomes.
You only release payment once you review the journey map and confirm it reflects your actual customer flow; if the student missed key touchpoints or misunderstood your process, you can request revisions before approval.
Common use cases
Healthcare clinic redesigning patient experience
A clinic with low patient-satisfaction scores needs the journey from first call through follow-up mapped with pain points and improvement opportunities.
DTC brand fixing post-purchase
A DTC brand with high post-purchase support volume needs the journey from order to second purchase mapped to find where to insert proactive comms.
B2B SaaS onboarding bottleneck
Your enterprise software has strong free-trial signups, but fewer than 20% of trial users complete a first workflow in the product. The student maps the entire trial experience—signup, email confirmations, first-login UX, documentation navigation, support chat visibility—and identifies that new users hit a data-import step with zero guidance, causing them to abandon mid-trial.
E-commerce pre-order cancellation surge
Your fashion retailer launched a pre-order system, but 30% of orders are cancelled before fulfillment, costing you predictability. The map reveals that customers place orders via mobile, receive no status updates for weeks, and lack a tracking experience, so they forget and cancel thinking the item won't ship. The roadmap recommends automated status emails and a mobile-accessible order dashboard.
Subscription churn in month two
Your meal-kit service has strong signup conversion, but 40% of customers churn after their second box. The journey map shows that customers receive recipes and box contents at delivery, but have no clear path to customize menus or pause subscriptions, leading them to cancel out of frustration rather than explore options.
Frequently asked questions
What format should the journey map be in—a Figma prototype, a PowerPoint deck, a PDF, or something else?
The student will deliver in whichever format works best for your team; common choices are Figma (for easy collaboration and future edits), PowerPoint (for presentations to leadership), or a detailed PDF. Let the PM know your preference during kickoff, and the student will adapt.
How many stages and touchpoints can the map include? Do you have a limit?
No hard limit, but the map is most useful with 4–7 major journey stages (e.g., awareness, trial, purchase, setup, usage, retention) and 15–30 distinct touchpoints across those stages. If your business spans hundreds of touchpoints, the student will prioritize the critical path and note secondary flows in the analysis.
If I have customer interviews or survey data, should I provide that, or is the student conducting interviews as part of this project?
No; this project does not include customer interviews or primary research. If you have existing interviews, surveys, support tickets, or analytics already recorded, provide those—the student will synthesize them into the map. If you need interviews conducted, that would be a separate project.
Can the student recommend using a specific tool—like Hotjar, Mixpanel, or Gong—to measure each touchpoint going forward?
Yes, the improvement roadmap can suggest monitoring tools and KPIs to track for each stage. For example, the roadmap might recommend adding heatmaps to your signup flow or implementing event tracking in your app to measure feature adoption, but implementation is out of scope.
What if my journey has multiple customer segments—like new users, power users, and at-risk churners—or multiple buyer personas?
The student can map 2–3 distinct journey variants (e.g., one for new trial users, one for paying customers) if you provide persona details upfront. Mapping more than 3 segments will exceed the 15–20 hour scope; discuss scope expansion with your PM if needed.
Ready to get your project started?
Select a scope and let your Shamrck PM handle the rest. Pay the full total upfront at checkout, then review and approve the completed deliverable. Approval does not trigger a new charge.
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