Map a contributor’s customer journey through the service

[brampitoyo]

Use a diagram to map a contributor’s points of interaction with the service and its actors – editorial team, community team, system, etc. – from start to finish.

It’s not meant to be a complete blueprint to implement the service. Some of the details have been abstracted out.

PDF http://cl.ly/XGUS/community-collections-customer-journey-map-v1.2.pdf

Graffle http://cl.ly/XGLY/community-collections-customer-journey-map-v1.2.graffle

Things to think about (other than the red text notes on the PDF):

• In the map, I’ve categorised each content type based on the number of apps that it contains. This is arbitrary. What are some of the other ways to approach it? Maureen had suggested separating by size of content (S, M, L, XL).
• Are there other pages where we can integrate this feature? Do we need a dedicated builder tool? This might be too early of a time to think about this.
• Now that each content type is mapped, is there any that doesn’t make sense?
• This map will need to be made more compact and readable somehow

[mhanratty]

Thanks Bram--your diagram is super helpful (and thorough!). I'm thinking another way we could organize the content is by entry point. If it's about 1 app the entry point can be the app details screen vs. > 1 app where it needs to be above a single app level (in a creation tool, for example).

Creation Tool/Content Type selector Creation tool is where users can make large editorial contributions to the Marketplace. Content geared toward > 1 apps (we can prompt for content about 1 app on the app details screen). It would be great if Scott and contributors could work together and create suggestions for editorial (we need a How-to for photos, a walkthrough of Where's my Water, etc.) We will want to give specific guidance and guidelines for content, especially for video content. We can give them around 5 content types to choose from:

• Comparative app review (for example, review apps in a category and select your favorite)
• App vs. app review (two apps head to head comparison)
• How-to with an app/apps
• Walkthrough video of a single app
• Appisode (multiple app video/podcast)

App Details App details is where we can prompt the user to add content about a specific app.

• Add screenshots/videos of app (epic win/fail)
• Long form app review
• Walkthrough video of a single app
• App reviews - nominate an app review for the feed

Community Feed modules We can create community feed modules that ask for user feedback and contribution

• Quiz to select best app in a category (Best Photo app, etc.)
• Show us your epic game wins - feature an app and get users to upload photos/video

For videos I'm thinking we have the user upload to YouTube so we don't have to host it. Need to come up with a similar solution for podcast.

[brampitoyo]

The way you’ve chosen to categorise our ideas sounds good. To this, I would add:

Profile Page enhancements

• Codename: a day in life – apps used from wake up to bedtime
• Codename: my battle station – mobile phone setup, homescreen configuration, wallpaper/ringtone customisation

Before you work on too detailed of a level, it will be important to first seek feedback from Scott and Amy. Sounds good?

[brampitoyo]

The way you’ve chosen to categorise our ideas sounds good. To this, I would modify:

App Details

• App reviews – nominate an app review for the feed

Profile Page enhancements

• Codename: a day in life – apps used from wake up to bedtime
• Codename: my battle station – mobile phone setup, homescreen configuration, wallpaper/ringtone customisation

Before you work on too detailed of a level, it will be important to first seek feedback from Scott and Amy. Sounds good?

[pwalm]

Me looking at @brampitoyo's pdf:

[brampitoyo]

The customer journey maps started its life as one massive diagram and eventually got broken apart into four separate maps: one for each idea.

1. http://pwalm.github.io/marketplace-community-editorial/customerJourney-screenshots.html
2. http://pwalm.github.io/marketplace-community-editorial/customerJourney-localise.html
3. http://pwalm.github.io/marketplace-community-editorial/customerJourney-review.html
4. http://pwalm.github.io/marketplace-community-editorial/customerJourney-feedback.html

Doing that has made this issue irrelevant. I’m closing it for this reason.