Customer Journey Map
Overview
The Customer Journey Map is a visualization of the writer's interaction process with the Snowflake Desktop application from first discovery to regular use in working on literary works.
Customer Journey Stages
Detailed Customer Journey Analysis
1. Discovery
| Stage | User Actions | Touchpoints | Emotions | Improvement Opportunities |
|---|---|---|---|---|
| Application discovery | Searching for writer tools, reading reviews, recommendations | Website, social media, writer forums | Interest, curiosity | SEO improvement, user reviews, demonstration videos |
| Exploring features | Reading descriptions, viewing screenshots, comparing with alternatives | Website, documentation, reviews | Evaluation, analysis | More visual usage examples, interactive demonstration |
| Application installation | Download, installation, first launch | Download page, installer | Anticipation, impatience | Simplifying installation process, reducing distribution size |
2. First Use
| Stage | User Actions | Touchpoints | Emotions | Improvement Opportunities |
|---|---|---|---|---|
| Creating first project | Filling project information, selecting type | Project creation form | Enthusiasm, uncertainty | Project templates, step-by-step hints |
| Workspace setup | Exploring settings, adapting to needs | Settings menu | Exploration, adaptation | Preset setting profiles, visual cues |
| Interface exploration | Navigating sections, learning features | Application interface | Possible confusion | Interactive application tour, tooltips |
3. Book Development
| Stage | User Actions | Touchpoints | Emotions | Improvement Opportunities |
|---|---|---|---|---|
| Creating book structure | Adding chapters, scenes, planning | Structure module | Creative process, organization | Structure visualization, structure templates |
| Character development | Creating character cards, relationships | Character module | Creative inspiration | Name generator, archetype templates |
| Location creation | Describing settings, connections | Location module | World immersion | Visual map editor, references |
| Plot planning | Creating storylines, arcs | Plot module | Strategic thinking | Plot structure analysis, suggestions |
4. Regular Use
| Stage | User Actions | Touchpoints | Emotions | Improvement Opportunities |
|---|---|---|---|---|
| Progress tracking | Updating statuses, viewing statistics | Dashboard, statistics | Motivation, control | Progress visualization, reminders |
| Exporting materials | Choosing format, export settings | Export module | Satisfaction with results | More formats, preview |
| Creating backups | Setting up auto-save, backups | Save settings | Security, peace of mind | Cloud storage, automation |
Pain Points and Solutions
Key Success Metrics
- Activation: Percentage of users who created a full book project after installation
- Retention: Frequency and duration of application work sessions
- Engagement: Number of created elements (characters, locations, scenes)
- Completion: Percentage of projects that reached "Completed" status
- Satisfaction: User ratings, reviews, number of recommendations
Recommendations for Improving Customer Journey
- Onboarding: Develop an interactive tour of the application's main features
- Templates: Create a set of ready-made templates for different literary genres
- Gamification: Implement gamification elements to increase motivation
- Community: Create a platform for experience exchange between users
- Integrations: Add integrations with popular services for writers