journey-mapdraft
Customer Journey Map: Practicing Coach — "Run and follow up on a client session"
Executive Summary
This maps the coach's recurring per-session loop, which is where Curator's value concentrates. The journey is cyclical (session → analysis → follow-up → next session). The biggest pain clusters at the after-session stage (manual analysis + drafting follow-up) and at between-session continuity. The single most important moment of truth: does the post-session analysis feel trustworthy enough to send the client?
Persona / Segment
ICF-oriented coach, 6–15 active clients, mixes 1:1 and team work, uses a transcriber + generic LLM + notes today. Time-poor; cares about session quality and reputation; wary of anything that risks client trust.
Journey Scope
- Journey type: Cyclical (per-client engagement loop)
- Included: before-session prep → session → after-session analysis → client follow-up → between-session continuity
- Excluded: initial sales/onboarding of the coach to Curator (see GTM), billing internals
Stages
| # |
Stage |
Customer goal |
Duration |
Entry trigger |
Exit criterion |
| 1 |
Prepares |
Enter session informed |
5–15 min |
Upcoming session |
Coach has context |
| 2 |
Runs session |
Hold a quality session |
45–60 min |
Session start |
Session ends |
| 3 |
Analyses |
Understand what happened |
(today: 30–60 min manual) |
Recording available |
Draft analysis exists |
| 4 |
Follows up |
Send client a useful summary |
(today: 20–40 min) |
Analysis done |
Client receives feedback |
| 5 |
Maintains continuity |
Track commitments/progress |
ongoing |
Between sessions |
Next session prep |
Touchpoints per Stage
| Stage |
Touchpoint |
Channel |
What happens |
| Prepares |
Client dossier |
Curator web |
Coach reviews last insights/open commitments |
| Runs session |
Recording |
Zoom/in-person |
Session captured (with consent) |
| Analyses |
Structured breakdown |
Curator |
Draft analysis + indicators produced |
| Follows up |
Draft summary |
Curator → email/messenger |
Coach edits + sends |
| Continuity |
Commitments + micro-tracking |
Curator + bot |
Status updates accrue |
Emotional Curve
| Stage |
Dominant emotion |
Confidence |
Source |
| Prepares |
Mild anxiety ("am I ready?") |
Low |
Hypothesis |
| Runs session |
Focus / flow |
Low |
Hypothesis |
| Analyses |
Fatigue / dread (manual) |
Low |
Hypothesis (founder convo) |
| Follows up |
Pressure (quality vs time) |
Low |
Hypothesis |
| Continuity |
Guilt (things slip) |
Low |
Hypothesis |
Pain Points and Moments of Truth
| Stage |
Pain / Moment of Truth |
Severity (1-5) |
Customer evidence |
Implication |
| Analyses |
Manual, slow, inconsistent analysis |
5 |
Hypothesis (founder) |
Core value target |
| Analyses |
MoT: trust to send to client |
5 |
Hypothesis |
Reproducibility gate |
| Follows up |
Re-writing summaries from scratch |
4 |
Hypothesis |
Draft-summary feature |
| Continuity |
Commitments lost between sessions |
4 |
Hypothesis |
Dossier feature |
| Runs session |
Risk of bad live suggestion |
3 |
Page (sensitive-moment rule) |
Defer live suggestions |
Opportunities
| Stage |
Opportunity |
Product change |
Effort |
| Analyses |
Reproducible structured breakdown |
Methodology pipeline |
Large |
| Follows up |
One-click editable draft |
Draft summary |
Medium |
| Continuity |
Auto-tracked commitments + indicators |
Dossier + micro-tracking |
Medium |
| Prepares |
Pre-session brief |
Dossier surfacing |
Small |
Visual
flowchart LR
A[Prepares] --> B[Runs session]
B --> C[Analyses]
C --> D[Follows up]
D --> E[Continuity]
E --> A
Research Gaps
- Every emotion/severity cell is a hypothesis — close via the diary study + interviews in
02-discovery-research.md.
- Real after-session minutes are unmeasured (the key severity driver).