User Journey Mickael Rutembya · Customer Value Journey

Stage 5 — Excite

User Flow Atlas

CVJ Stage 5 (Ryan Deiss): the new customer is delighted. This stage maps onboarding, entitlement delivery, email automation, support channels, and value realisation that turn a first purchase into a lasting relationship.

Journey stage

Excite — deliver value and delight the customer

« I have paid. Now I need to receive what I bought, see results fast, and feel that this purchase was the right decision. »

SEO signals for this stage

SignalCurrent statusSource
Entitlement delivery speed✅ Webhook-triggered within minutesbilling/webhooks.py
Personal delivery link✅ Unique URL sent via emailentitlement/models.py
Download success rate✅ Direct file access with audit trailentitlement/views.py
Onboarding email sequence⚠️ Basic confirmation only — no nurture sequencewebsite-audit-2024-03-19.md:93
Support response time⚠️ No SLA defined for post-purchase supportPayAttention.md:15
Customer satisfaction⚠️ No NPS or CSAT survey implementedwebsite-audit-2024-03-19.md:93
Content refresh for customers⚠️ No customer-only content areauserflow/entitlement-userflow.html

Excite-stage userflow map

Excite-stage flows — click a node to open the detailed userflow.userjourney
flowchart LR PAY["Payment successful"] --> WEBHOOK["Webhook fires"] WEBHOOK --> ENTITLE["Entitlement granted"] ENTITLE --> EMAIL["Delivery email sent"] EMAIL --> LINK["Personal delivery link"] LINK --> DOWNLOAD["Download / Access"] DOWNLOAD --> VALUE["Value realisation"] VALUE --> SUPPORT["Support channel"] VALUE --> REVIEW["Case study request"] SUPPORT --> SATISFACTION["Satisfaction survey"] REVIEW --> TESTIMONIAL["Testimonial collected"] SATISFACTION --> LOYAL["Loyal customer"] click PAY "http://localhost:8000/paiement/retour/" "Open Return" click LINK "http://localhost:8000/acces/entitlement/" "Open Entitlement" click DOWNLOAD "http://localhost:8000/acces/download/" "Open Download"

Userflow mapping

UserflowRouteExcite role
Entitlement & delivery →/acces/entitlement/Personal delivery link, file downloads, session resources — first value moment
Product purchase →/ressources/produits/Downloadable frameworks and guides — immediate digital delivery
Office Hours seat →/ressources/office-hours/Cohort assignment and session access — scheduled value delivery
Calculator deposit →/outils/calculator/depot/Quote and deposit — first financial commitment, trust builder

SEO actions for Excite stage

ActionOwnerPriorityStatus
Implement post-purchase onboarding email sequence (3 emails over 7 days)MarketingHigh❌ Pending
Add NPS survey 7 days after purchaseProductMedium❌ Pending
Create customer-only content area with updated resourcesContent (David)Medium❌ Pending
Define support SLA and publish response time commitmentOperationsHigh❌ Pending
Add case study request CTA after entitlement deliveryMarketingMedium❌ Pending
Implement usage analytics to track value realisation milestonesBackend (Elena)Medium❌ Pending

Flow scenario

Scenario E1

Buyer downloads AI Production Assurance framework

Trigger

  • Customer completes Stripe payment for AI Production Assurance product
  • Webhook fires within 2 minutes, entitlement granted
  • Personal delivery email arrives with unique download link
  • Customer clicks link and downloads the framework PDF

Experience

  1. Download is instant — no additional authentication required.
  2. PDF is branded, versioned, and includes implementation checklist.
  3. Onboarding email sequence begins: Day 1 welcome, Day 3 implementation tip, Day 7 check-in.
  4. Customer accesses the framework and starts implementing.
  5. 7-day NPS survey asks "How likely are you to recommend this framework?"

Trust and safety rules

  • Download links are time-limited and single-use — prevents credential sharing.
  • All entitlement access is logged with timestamp and IP for audit.
  • Customer data is never shared with third parties without explicit consent.
  • Refund policy is clearly stated in CGV before purchase.
  • Support contact is visible in the entitlement dashboard and footer.

Result states

StateWhat the customer seesWhat happens next
DelightedCustomer downloads, uses product, and sees immediate valueProgresses to Ascend stage — repeat purchase or referral
SatisfiedCustomer downloads but needs support to implementSupport ticket opened → resolved → potential advocate
ConfusedCustomer cannot find download link or accessSupport intervention required → entitlement re-sent
Refund requestedCustomer requests refund within 14 daysRefund processed per CGV → relationship ends