The WellWalla customer journey spans from initial awareness through becoming a loyal advocate. Each stage presents opportunities to deliver value and build trust.
Channels:
Google Search AI Assistants Social Media Word of MouthOur Goal: Be discovered for health-related queries. Establish credibility.
Channels:
Product Pages Comparison Content Reviews FAQOur Goal: Show transparent pricing, beat competitors, build trust with content.
Channels:
Cart Checkout Order ConfirmationOur Goal: Frictionless checkout, clear next steps, immediate confirmation.
Channels:
Lab Visit Result Delivery Result Portal SupportOur Goal: Smooth lab experience, quick results, clear interpretation.
Channels:
Email Nurture Subscriptions Personalized RecommendationsOur Goal: Encourage repeat testing, subscription enrollment, cross-sell supplements.
Channels:
Referral Program Reviews Social SharingOur Goal: Reward referrals, make sharing easy, collect testimonials.
| Touchpoint | Metric | Target |
|---|---|---|
| Landing Page | Bounce Rate | < 40% |
| Product Page | Add to Cart Rate | > 15% |
| Checkout | Completion Rate | > 70% |
| Post-Purchase Email | Open Rate | > 50% |
| Result Delivery | Time to View | < 2 hours |
| Repeat Purchase | 30-day Retention | > 20% |
| Referral Program | Referral Rate | > 10% |
| Persona | Profile | Primary Motivation |
|---|---|---|
| Health Optimizer | 30-45, tech-savvy, tracks metrics | Preventive health, optimization |
| Chronic Manager | 40-65, managing condition (diabetes, thyroid) | Convenient monitoring, save money |
| Curious First-Timer | 25-40, never done DTC testing | Curiosity, avoiding doctor visit |
| Cost-Conscious | Any age, uninsured or high-deductible | Affordable access to testing |