# yaml-language-server: $schema=../references/diagram.schema.json
title: SaaS onboarding journey
subtitle: A new customer's path from first search to the first renewal, with what hurts and what to fix
kind: journey
stages: [Discover, Sign up, Set up, First value, Renew]

legend:
  solid: The customer's path
  dotted: Where it happens, what fixes it

# Each lane is a row; every step names its stage (the column) and the customer's steps carry a
# score from -2 to 2, which the emotion curve averages per stage.
groups:
  actions: { type: lane, label: Customer actions }
  touchpoints: { type: lane, label: Touchpoints }
  pains: { type: lane, label: Pain points, color: "#cf222e" }
  ideas: { type: lane, label: Opportunities, color: "#1a7f37" }

nodes:
  search: { in: actions, stage: Discover, icon: generic:search, label: Compares tools, note: Reads reviews and a comparison post, score: 1 }
  trial: { in: actions, stage: Sign up, icon: generic:user, label: Starts a free trial, note: Work email and password, score: -1 }
  import: { in: actions, stage: Set up, icon: generic:files, label: Imports their data, note: Uploads a CSV export, score: -2 }
  report: { in: actions, stage: First value, icon: generic:dashboard, label: Shares a first report, note: The moment it clicks, score: 2 }
  invite: { in: actions, stage: First value, icon: generic:users, label: Invites the team, note: Three more seats, score: 1 }
  upgrade: { in: actions, stage: Renew, icon: generic:payment, label: Upgrades to a paid plan, note: Before the trial ends, score: 1 }

  review: { in: touchpoints, stage: Discover, icon: generic:browser, label: Review site, note: G2 and a blog post }
  form: { in: touchpoints, stage: Sign up, icon: generic:email, label: Sign-up form, note: Verify by email }
  wizard: { in: touchpoints, stage: Set up, icon: generic:etl, label: Import wizard, note: Column mapping }
  dash: { in: touchpoints, stage: First value, icon: generic:analytics, label: Dashboard, note: Sharing and seat invites }
  billing: { in: touchpoints, stage: Renew, icon: generic:notification, label: Trial-end email, note: Links to billing }

  spam: { in: pains, stage: Sign up, label: Verification lands in spam, note: A third never confirms }
  mapping: { in: pains, stage: Set up, label: Columns do not map, note: Dates and currencies fail }
  pricing: { in: pains, stage: Renew, label: Plans are hard to compare, note: Seats or usage? }

  magic: { in: ideas, stage: Sign up, label: Magic-link sign-in, note: "No password, no wait" }
  sample: { in: ideas, stage: Set up, label: Start with sample data, note: Map columns later }
  preview: { in: ideas, stage: Renew, label: Plan preview in the app, note: Cost at current usage }

edges:
  - search -> trial -> import -> report -> invite -> upgrade
  - search ... review
  - trial ... form
  - import ... wizard
  - invite ... dash
  - upgrade ... billing
  - spam ... magic
  - mapping ... sample
  - pricing ... preview