Customer Journey Map

Client

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User Persona:

Name: Lisa, 35 Role: Marketing Manager Goal: Finds freelance talents to handle digital marketing projects. Challenges: Needs to stay within budget and meet deadlines.

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Customer Journey Map (Client):

1. Awareness

   • Trigger: Lisa’s company needs digital marketing talent.

   • Action: Searches for freelance platforms and discovers Chaise.

2. Consideration

   • Exploration: Browses service categories, views talent profiles, reads reviews.

   • Decision: Signs up, creates an account, and posts a project.

3. Engagement

   • Interaction: Receives proposals, messages talents for clarification.

   • Booking: Books a video consultation with shortlisted talent.

4. Action

   • Hire: Hires a talent, secures payment via escrow.

   • Project Completion: Reviews project deliverables and releases payment.

5. Post-Action

   • Feedback: Leaves a review for the talent.

   • Retention: Returns to Chaise for future projects.

Talent

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User Persona:

Name: James, 28 Role: Freelance Web Developer Goal: Wants to showcase his skills, find consistent work, and grow his client base. Challenges: Needs a platform to gain exposure and ensure secure payments.

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Customer Journey Map (Talent):

1. Awareness

   • Trigger: James hears about Chaise through a colleague or online ad.

   • Action: Visits Chaise’s homepage to explore how it can benefit him as a freelancer.

2. Consideration

   • Exploration: Signs up and browses the platform to see how other talents list services.

   • Decision: Starts creating a portfolio page to attract clients.

3. Engagement

   • Profile Setup: Completes his profile with detailed service listings, skillset descriptions, and pricing.

   • Interaction: Responds to project proposals from clients and messages them directly to clarify project details.

4. Action

   • Consultation & Booking: Books consultation calls with clients for project discussions.

   • Project Work: Secures projects, delivers services, and ensures client satisfaction through regular updates.

   • Payments: Utilizes the escrow system to guarantee secure payments.

5. Post-Action

   • Feedback: Receives reviews and ratings from satisfied clients.

   • Retention: Builds a reputation and returns to Chaise for more freelance opportunities, receiving notifications of new projects.