Customer Journey Map
Named touchpoints, TP-01 onward. The shared language for every edit, and the gate before any go-live.
v1, 2026-07-11Every touchpoint has a permanent ID. Say “fix TP-07” in any session and it knows exactly what you mean, which system owns it, and where the truth lives. When something ships or changes, this map updates first.
Stage 1 · Discover (they find you)
| ID | Touchpoint | Status | Owned by |
|---|---|---|---|
| TP-01 | YouTube channel, daily live + Shorts | LIVE | YouTube + post-stream / morning-briefing skills |
| TP-02 | Video description links | LIVE BUT LEAKY | One generic link today. Fix ruled: per-video tracked capture URLs, wired into post-stream |
| TP-03 | designhacker.com | LIVE | Coming-soon page + catch-all redirect, dh-site-engine + Cloudflare |
| TP-04 | /updates content pieces | BUILT-DARK | Content Engine parks pieces at Review, you flip to publish |
| TP-05 | AI referrals (ChatGPT, Perplexity citing you) | LIVE, passive | Nobody controls it, cockpit tile 11 watches it |
Stage 2 · Capture (they hand over an email)
| ID | Touchpoint | Status | Owned by |
|---|---|---|---|
| TP-06 | Brand Builder Checklist freebie | LIVE | bbe-lead worker to D1 + Brevo |
| TP-07 | Concierge email-gate-at-aha | PLANNED | Pack v1.1, unbuilt. HARD RULE: lands before any cold traffic |
| TP-08 | The write door, bbe-lead worker | LIVE | Cloudflare Worker to D1 bbe-ledger. The ONE door every capture uses |
Stage 3 · Nurture (they warm up)
| ID | Touchpoint | Status | Owned by |
|---|---|---|---|
| TP-09 | 7-email Brevo nurture sequence | BUILT-DARK | v3 copy chosen 7/11, rework pending. Domain-auth flip still pending. Sub-map needed: email-by-email layout |
| TP-10 | Win-back sends (the 439 segment) | PLANNED, paused | Attio segment + concierge magic links. Paused on refund line + testimonials |
Stage 4 · Bridge (the sales conversation)
| ID | Touchpoint | Status | Owned by |
|---|---|---|---|
| TP-11 | Sales Concierge widget (Brand Leverage Score) | BUILT-DARK | bbe-sales-concierge worker + pack v1.0.0. Deployed, gauntlet-passed, dark behind 3 content blockers |
| TP-12 | Coded offers + magic links | PLANNED | Pack v1.1 feature |
Stage 5 · Buy (money changes hands)
| ID | Touchpoint | Status | Owned by |
|---|---|---|---|
| TP-13 | Podia checkout (Club, $1,500 anchor) | LIVE | Runs through Andrew’s own connected Stripe account. PayPal OFF for member products, ruled 7/11 |
| TP-14 | Thank-you beacon, instant portal access | PLANNED | Portal worker. Blocked on 2 probes: Podia custom-code test + a $1 test buy |
Stage 6 · Onboard + member
| ID | Touchpoint | Status | Owned by |
|---|---|---|---|
| TP-15 | Welcome email with claim link | PLANNED | Podia per-product welcome email, the guaranteed fallback path |
| TP-16 | Member portal (magic-link login, branded library) | PLANNED | Portal worker + Notion mirror, full build plan ready |
| TP-17 | Podia community | LIVE | community.designhacker.com, stays until the portal proves itself, then retires |
| TP-18 | Member Library (Notion source) | PLANNED | Feeds TP-16, blast-walled from the public Content Feed |
Stage 7 · Upsell
| ID | Touchpoint | Status | Owned by |
|---|---|---|---|
| TP-19 | BBB DIY, $997 plugin + install kit | PLANNED | Product is DONE, the page isn’t |
| TP-20 | Paid AI tier, $49 or $99/mo | PLANNED | Kelli’s audience first. Fee ruled: $299 + $5/member over 50 |
| TP-21 | Done-with-you / DFY (BBP $2,500/mo, Upgrade $7,500) | LIVE | Manual sales, Stefi + Andrew |
Stage 8 · Retain + win back
| ID | Touchpoint | Status | Owned by |
|---|---|---|---|
| TP-22 | At-risk saves | LIVE, manual | Attio at-risk MRR tracking. Heather save done 7/11 |
| TP-23 | Refund to access revoke | PLANNED | Stripe webhooks on your own account, seconds, no Zapier |
The plumbing under the floor
Customers never see these, but every touchpoint above depends on them.
| System | Job |
|---|---|
| D1 bbe-ledger | Machine truth: every contact, event, consent, journey stage |
| Attio | Human truth: your CRM lens, synced FROM D1 nightly, one-way |
| Stripe | Money truth: cash numbers come from here, nowhere else |
| Brevo | The send engine for nurture + broadcasts |
| bbe-cockpit | Your 12-tile morning screen, in the build queue |
The gaps, ranked by money
TP-11 dark
The whole bridge is built and unlit. Unlocks when you supply the refund line + 3 testimonials. Your call to wait, logged.
TP-02 leaky
Every video points at one untracked link. Cheap fix, already in the queue.
TP-14 missing
Purchases don’t stamp into the ledger yet, so “which content converts” is still a guess. Two probes unblock it.
TP-16 missing
Buyers land in Podia instead of your branded portal. Build plan ready.
Sub-maps still to build
Each becomes its own page once it exists.
- TP-09 Brevo pipeline map - all 7 emails laid out: subject, job, link target, so copy can be reworked against something visible.
- TP-16 member onboarding flow - buy to claim to first login to first win, screen by screen.
- TP-11 concierge journey script - the quiz scenes and score bands, editable in the /admin editor once it ships. This became BF-01 through BF-12, see Bridge Funnel.