Sulekha’s End-to-End Customer Journey

Transformed Sulekha’s post-payment experience by designing a complete, structured customer journey that engages, educates, and retains paid vendors. The earlier process had zero onboarding, scattered communication, and poor renewal predictability. I redesigned it into a unified lifecycle with automated nudges, behaviour-based triggers, renewal flows, and feedback loops.

Mapped the full customer lifecycle—from onboarding to expiry—and created UX-backed communication at every stage: welcome screens, weekly performance insights, inactivity reminders, lead reports, ROI nudges, profile completion prompts, festival wishes, and multi-step renewal automation. Introduced early-renewal logic and payment tracking flows to reduce churn and boost conversions.

✨ Impact:

Higher campaign engagement through structured onboarding

Significant improvement in lead response rates due to reminders

Strong uplift in renewal intent from early nudges and personalised messages

Organized customer lifecycle → increased retention & predictable revenue

Reduced manual work for sales teams through automated flows

In short: Turned a disconnected post-payment experience into a smooth, personalized customer lifecycle — increasing engagement, reducing churn, and strengthening recurring revenue.