Typical Community Member C U S T O M E R J O U R N E Y

Typical Community Member N O T E S A N D R E Q U I R E M E N T S

Typical Community Member E M O T I O N A L S TAT E

Typical Community Member C H A N N E L U S A G E

Typical Community Member E X A M P L E S

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A Typical Community JourneyJ O U R N E Y M A P

Example CommunityP R O J E C T

10 July 2020E X P O R T D A T E

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Discovery of community Registration First Contribution Newcomer Regular / Superuser

1 - Awareness 2 - Browsing 3 - Reason to join 4 - Registration form 5 - Confirmation email 6 - Clicks link 7 - First Contribution 8 - Response 9 - Consume best content. 10 - Join newcomer group. 11 - Career progression check. 12 - Follow top members 13 - Get community digests. 14 - Share your work.

1 - AwarenessCustomer becomes aware of thecommunity and visits the platform.

2 - BrowsingVisitor browses the community forinformation they need or to findsomething interesting.

3 - Reason to joinMember finds a reason to join thecommunity.

4 - Registration formMember completes registrationform process.

5 - Confirmation emailMembers opens confirmationemail.

6 - Clicks linkClicks confirmation link.

7 - First Contribution Member asks a question or repliesto an existing question.

8 - ResponseMembers receives a terrificresponse to first contribution.

9 - Consume best content.Members reads the bestarticles/expertise shared in thecommunity.

10 - Join newcomer group.Newcomers join a cohort fornewcomers to learn from adesignated mentor.

11 - Career progression check.Members can use a community toolor benchmarking survey to checktheir salary.

12 - Follow top membersMembers gets to know and learnabout the top community members.

13 - Get community digests. Members receive weekly digestsof community activity.

14 - Share your work.Members share field reports oftheir work / what they've tried andget feedback

SEO optimisation for searchtraffic. Community tab on companyhomepage. Promotion to customers via email. Social ads.

Clear community value proposition.Clear display of latest, interesting,content.Federated or cognitive search toolto enable members to browse. Shows whether question has anaccepted solution or best answer.

Requires clear option to searchcontent and sign-up for thecommunity (if they can't findanswer to question).

Simple registration form requiringthe least amount of information.Reinforcement messages aboutcommunity value. SSO with otheraccounts. One click social sign indesirable.

Requires an email with a clearsubject line which won't fall intothe spam filter.

Requires a 1-click emailconfirmation link and little otherinformation.

Clear CTA to ask questions oncommunity site.List of unanswered questions.Direct message or on-site tutorialto guide members to a firstquestion.Welcome email guiding membersto a first contribution.

Sub 24-hour response.Answer marked as a 'best answer'. Response is with clear sense ofempathy.

Automated email listing top 3articles of content members haveshared in the community. On-site CTA clearly showing thecommunity's best resources.

Setup group for newcomers andinvite by email after 48 hours. Direct message from communitymanager or mentor to join.

Invite members to submit theirsalary and career levelanonymously. Initiate discussion for members toshare concerns.Find recruiters to answerquestions.Record webinar on careerprogression with expert and sharevideo.

Email to follow the top communitymembers.On-site CTA to follow the topcommunity members.Targets desire to build an identity.with other members.

Curated digest email by communitymanager.

Template field reports document. Promotion of field reports in digest.Promotion of field reports on socialmedia and other channels.

Email / Newsletter

Website

Search

Social / word of mouth

Direct messages / on-site prompts