/digital-marketing-pro:journey-design

Purpose

Design comprehensive cross-channel customer journeys as state machines. Define journey states (awareness through advocacy), transitions triggered by engagement signals, touchpoints with channel-specific content, branching logic for personalization, and simulate expected outcomes before launch. Turns abstract customer lifecycle stages into concrete, executable journey maps with specific content, timing, and channels at every step — then validates the design with Monte Carlo simulation before committing resources to implementation.

Input Required

The user must provide (or will be prompted for):

• Journey objective: The primary goal this journey serves — acquisition (convert prospects to customers), onboarding (activate new customers to first value), retention (keep existing customers engaged and renewing), win-back (re-engage churned or lapsed customers), upsell (move customers to higher tiers or additional products), advocacy (turn satisfied customers into referrers and promoters), or a custom lifecycle stage
• Target audience segments: The specific audience segments entering this journey — defined by demographics, behavior, lifecycle stage, or prior engagement. Multiple segments supported with branching paths based on segment-specific behavior. E.g., "trial users who signed up from blog content", "enterprise accounts with 30+ seats approaching renewal", or "lapsed customers who churned in the last 90 days"
• Available channels: The communication channels available for touchpoints — email, SMS, social media (organic and paid), in-app messaging, push notifications, direct mail, sales outreach, ads (retargeting and prospecting), webinars, or community. Only channels the brand has operational capability for should be included
• Desired outcomes: Measurable success criteria for the journey — primary conversion goal (e.g., "60% of trial users reach activation within 7 days"), secondary metrics (engagement rate, time-to-convert, drop-off rate per stage), and guardrails (maximum touches per week, minimum time between messages, unsubscribe rate ceiling)
• Content assets available: Existing content that can be used or adapted for touchpoints — blog posts, case studies, product demos, email templates, landing pages, videos, webinars, or documentation. Also note any content gaps that will require new creation
• Journey duration (optional): Expected total timeline from entry to completion — e.g., "14-day onboarding", "90-day retention cycle", "30-day win-back window". If omitted, the system designs based on objective-appropriate defaults
• Personalization signals (optional): Behavioral or demographic signals available for branching — product usage data, email engagement history, website behavior, purchase history, support ticket status, or NPS score. More signals enable more sophisticated branching logic

Process