User Journeys

admin/manager sign up clicks the cta and is taken to a simple sign up form enters their email address (no credit card required for the free plan) receives a confirmation email with a link to set a password and complete their account setup account setup & onboarding clicks the link in the email, sets a password, and logs in for the first time asked to enter a workspace/organization name, and their first and last name presented with a modal with a welcome message and short introductory tour video presented with a wizard to create their first pulse check creating the first pulse check (guided wizard) is prompted to create their first pulse check this is the core action we want them to take step 1 pulse check name & frequency enters a name for the pulse check enters what they call the stakeholders for this pulse check (customers, clients, partners etc ) > store singular & plural in db, if we don't have one of file, use ai to give us the singular and plural selects the reporting type individual or organization (is each contact shown individual or do they belong to organizations and we want to see aggregate info for the org?) selects the pulse check type employee or all other selects the frequency monthly, quarterly, semi annually, or annually step 2 questions ui where quetions can be added (up to 10) title (this will be the heading, like "helpdesk" limit chars) question (this should be a sentence, limit chars to 500 max)have a visual indicator saying when its getting too long pick icon set (4 differnt options for the icon set) ability customize nps question sees a preview of how the questions will appear to respondents (3 point scale + rating question) step 3 branding and uploads their company logo selects a brand color (or enters a hex code) customizes the welcome message and thank you message that respondents will see show google review option show testimonial option show glassdoor review option (employee type only) step 4 tag groups creates tag groups (e g department, location) creates tags within those groups (e g marketing, london) step 5 adding stakeholders (contacts) table style view of contacts, easy to manually add email addresses to the table optional import from csv option to skip and add later step 6 review & activate reviews all the settings for the pulse check clicks a button to "activate" the pulse check after adding stakeholders, the admin is taken to the main dashboard since no surveys have been sent yet, the dashboard shows placeholder data or a message indicating that results will appear after the first pulse check is sent sees clear calls to action to view/edit the pulse check settings add more stakeholders inviting co workers in the left menu, under the "settings" heading, the admin clicks "users" clicks the "add user" button enters the co worker's email address clicks a button to send the invitation email the co worker receives an email with a link to create an account and set a password once they complete the setup, they have access to 360pulse logging in and viewing pulse check results login the admin returns to the 360pulse website and logs in dashboard overview sees the main dashboard, now populated with data from completed pulse checks date range filter defaults to the latest pulse check period, but can be adjusted tag filters can select tags to filter the results (e g , view results only for customers in a specific location) key metrics number of comments (total vs unread) number of new testimonials overall satisfaction score (as %, colored w/ trend indicator) happiest {whatever they set stakeholders to be called} most improved {whatever they set stakeholders to be called} most at risk {whatever they set stakeholders to be called} charts overall satisfaction trend over time (last 12 months) satisfaction breakdown by question (e g , helpdesk satisfaction) exploring data clicks on the more info from the "top 10" lists to see the full sorted lists of stakeholders uses the tag filters to drill down into specific segments hovers over the comment icons in the table to read individual comments observes the colored dots in the table, indicating satisfaction levels for each question and overall identifies trends and patterns (e g , a decline in satisfaction with a particular service) viewing individual stakeholder details clicks the "view details" button for a specific stakeholder or stateholder org sees a detailed view of that stakeholder's responses over time, including all previous pulse check responses overall sentiment trend any comments they've left any testimonials they've provided any tags associated taking action based on what is gleamed from the data reaches out to at risk customers shares good news with staff adding/managing languages (pro only feature) this journey happens after the initial pulse check creation it's accessible from the pulse check management area accessing pulse check settings the admin navigates to a list of their existing pulse checks (likely on the main dashboard or a dedicated "pulse checks" page) they click "edit" or "manage" for the specific pulse check they want to modify accessing language settings within the pulse check settings, there's a clearly labeled section or tab called "languages" (or similar) this section is only visible/accessible to pro plan users adding a language clicks an "add language" button selects a language from a dropdown list of supported languages ai translation & review the system automatically translates all the pulse check questions (titles and short descriptions), as well as the welcome and thank you text, into the selected language using ai the admin is presented with a screen showing the original question in the primary language and the translated version(s) side by side this is crucial for quality control editing translations the admin can edit any of the ai generated translations to ensure accuracy and nuance this is important because ai translation isn't always perfect saving changes the admin saves the language settings repeating for other languages the admin can repeat steps 3 6 to add multiple languages to the pulse check removing a language the admin can remove a language end user/survey respondent email invitation the respondent receives an email invitation to complete a pulse check the email is clearly branded with the sending company's logo and colors (from the admin's settings) personalized (e g , "hi \[name], we value your feedback!") explains the purpose of the survey (briefly and clearly) includes a clear call to action button ("take the survey," "share your feedback," etc ) contains a unique, trackable link to the specific pulse check survey page (initial load) the respondent clicks the link in the email and is taken to the pulse check survey page the page is mobile friendly and responsive (works well on any device) branding the company's logo is displayed prominently at the top language detection the system attempts to detect the respondent's browser language if a matching language is available for this pulse check (as configured by the admin), the survey is automatically displayed in that language if no match is found, the survey defaults to the pulse check's primary language language selection (if applicable) if the admin has enabled multiple languages for this pulse check (pro feature), a language dropdown menu is displayed, in the top right corner of the page the dropdown shows the available languages the currently selected language is highlighted the respondent can click the dropdown and select their preferred language the page instantly reloads with the survey content in the chosen language survey questions the respondent sees up to 10 questions, presented one at a time (mobile) or on one page (desktop) each question has a clear title (e g , "helpdesk support") a short, descriptive question (e g , "how satisfied are you with the support you received from our helpdesk?") three response options represented by icons happy, meh, sad (or similar universally understood icons) an optional comment box below the icons, where the respondent can provide additional context or explanation the respondent clicks on the icon that best represents their answer for each question visual feedback (e g , highlighting, color change) confirms their selection on mobile change page, but have slight delay in activating buttons on next page to prevent accidental double tap/click rating question after the main questions, the respondent sees a single rating question "how likely are you to recommend us to a friend or colleague?" (or similar wording) this is presented on a scale of 1 10 (nps style, but without explicitly mentioning nps) progress indicator teling the user how close they are to the end of the questions submission once all questions are answered, the respondent clicks a "finish" button and the survey is marked completed in the database thank you page the respondent is redirected to a customized thank you page content a thank you message (customized by the admin) (translated version if applicable) conditional prompts (based on sentiment) high satisfaction (e g , overall score above a certain threshold) a prompt to leave a testimonial "would you be willing to share a few words about your positive experience?" (with a text box) a prompt to leave a google review "share your feedback on google!" (with a direct link to the company's google review page) employee pulse check (high satisfaction) a prompt to leave a glassdoor review "help us attract great talent! share your experience on glassdoor " (with a direct link) low satisfaction no prompts for testimonials or reviews the focus is on internal feedback and issue resolution a message acknowledging their feedback and potentially offering a way to contact the company directly neutral a message thanking the user, and potentially providing a generic contact (optional) reminder emails if the respondent doesn't complete the survey within a certain timeframe (configured by the admin), they may receive up to two automated reminder emails these emails have the same branding and personalization as the initial invitation