Align your community experience to the customer journey to support onboarding, adoption, retention, and advocacy.
Reference Previous Worksheets
Use your:
- Community Structure Planning Worksheet
- Persona Development Worksheet
to guide this mapping exercise.
SECTION 1: Review Your Member Journey
Most organizations already have a customer lifecycle.
Start by identifying the major stages your members move through.
Customer Lifecycle Stage | What Is the Customer Trying to Accomplish? |
|---|
Onboarding | Get started successfully |
SECTION 2: Map the Member Journey
For each stage of the member journey, identify how the community should support members.
Customer Stage | Community Touchpoint or Experience | What Should the Member Be Able to Do? |
|---|
Onboarding | Start Here hub | Learn where to begin |
SECTION 3: Identify Key Community Support Experiences
What specific resources, programs, or experiences should exist to support members throughout their journey?
Journey Stage | Helpful Community Experience | Existing / Planned / Needed |
|---|
Onboarding | Welcome guide | Needed |
SECTION 4: Identify Journey Gaps & Drop-Off Points
Review the member journey and identify areas where members may lose momentum or struggle to find value.
Journey Stage | Potential Gap or Friction Point | How Could the Community Help? |
|---|
First visit | Members don’t know where to start | Clear onboarding path |
SECTION 5: Align Teams & Ownership
Community should support, not replace, other customer experience teams.
Identify where collaboration is needed.
Team | How Should They Connect to the Community? |
|---|
Customer Success | Direct customers to onboarding resources |
SECTION 6: Organize Content by Purpose
How should content be organized so members can quickly find what they need?
Content Type | Suggested Tag or Organization Method |
|---|
New member resources | “Getting Started” |
SECTION 7: Define Your Most Important Journey Priorities
You do not need to perfect every stage immediately.
Identify the highest-priority journey improvements based on current member needs.
Priority Opportunity #1: _________________________________________________
Which stage does this support?
Why is it important?
What community experience would help?
Priority Opportunity #2: _________________________________________________
Which stage does this support?
Why is it important?
What community experience would help?
Priority Opportunity #3: _________________________________________________
Which stage does this support?
Why is it important?
What community experience would help?
SECTION 8: Reflection & Next Steps
Which stage of the journey feels strongest today?
Where are members most likely to get stuck or disengage?
Which community experience would create the biggest impact right now?
What should be improved first after launch?
Download the worksheet and get started