Customer journey: SaaS product
End-to-end customer journey from awareness through expansion, with touchpoints, emotions, and friction points highlighted.
The prompt
Customer journey map for a B2B SaaS product across five stages: Awareness, Consideration, Purchase, Onboarding, Expansion. For each stage, show the customer's actions, the channels and touchpoints they use, and their emotional state. Awareness: searches Google, reads industry blogs, sees LinkedIn posts. Consideration: visits website, downloads comparison guide, requests a demo, reads G2 reviews. Purchase: takes the demo, evaluates pricing, gets internal approval, signs contract. Onboarding: completes setup, integrates first data source, completes first key workflow, has first-week check-in. Expansion: adds team members, upgrades tier, integrates additional data sources, becomes advocate. Mark friction points (long demo wait, opaque pricing, slow onboarding setup) and ideal-state opportunities. Add an emotion line that rises and falls with each touchpoint.
What it generates
A customer journey diagram with stages, touchpoints, emotions, and friction points — the foundation for prioritising UX investments.
When to use it
For UX research synthesis, prioritising product investments, or aligning sales, marketing, and product around the same customer view.
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