1. Map the Entire SayPro Service Delivery Journey
Break down each user phase for all SayPro platforms (e.g., Courses, Fundraise, Sponsor, Jobs, NPOAfrica):
Phases:
- Discovery (Finding SayPro via web/social/search)
- Engagement (Exploring services: clicking, watching, reading)
- Conversion (Registering, donating, enrolling, etc.)
- Onboarding (First-time user experience)
- Delivery (Accessing the actual service)
- Support & Retention (Post-use support, feedback, return visits)
🚧 2. Common Friction Points + Fixes
🔹 Discovery
Friction: Low visibility in search; unclear branding across sub-sites
Fix:
- SEO audits and consistent meta-data
- Cross-link major platforms (e.g., Jobs linking to Training or NPO Development)
- Unified SayPro branding and navigation bar across all services
🔹 Engagement
Friction: Cluttered UI, poor content hierarchy, broken links
Fix:
- Streamline layouts and menus (especially on SayPro Classified, Shop, and Jobs)
- Add visual cues (icons, cards, progress bars)
- Use analytics to identify high-bounce pages and optimize copy/visuals
🔹 Conversion
Friction: Complicated forms, trust barriers, unclear pricing or terms
Fix:
- Simplify and segment long forms (especially on SayPro Fundraise, Training, Partner pages)
- Use trust badges, testimonials, and real-time support chat
- Show clear, transparent information (fees, timing, steps)
🔹 Onboarding
Friction: Users unsure how to start or what to do after registering
Fix:
- Personalized onboarding journeys (e.g., “Welcome to SayPro Academy, start with these 3 steps”)
- Send confirmation + welcome emails with next actions
- Use tooltips or walkthroughs in the SayPro App and web dashboard
🔹 Delivery
Friction: Delayed access, missing content, service mismatch
Fix:
- Automate service delivery triggers (e.g., instant access to online courses or job tools)
- Use CRM to track and verify every fulfilled service
- Add real-time status tracking (e.g., for donation impact, job placement progress)
🔹 Support & Retention
Friction: Inconsistent support, no feedback loop, high churn
Fix:
- Centralize support across platforms with a unified Helpdesk
- Add post-service feedback prompts
- Launch loyalty/reward systems or follow-up emails for repeat engagement (e.g., “Based on your training, try SayPro Internships.”)
📊 3. Use Data to Validate Friction
- Drop-off analytics from funnel tracking
- User interviews & surveys after each step
- Support ticket analysis (Which steps create the most complaints?)
- NPS & CSAT scores to measure satisfaction over time
🛠️ 4. Tools You Can Use
- Hotjar / FullStory – Understand user behavior visually
- Google Analytics 4 – Funnel and engagement tracking
- Zendesk / Freshdesk – Unified user support
- Intercom / Drift – On-site chat and automation
- Typeform / SurveyMonkey – Post-journey feedback collection
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