04 · Onboard
Onboard
How do they reach first value before enthusiasm fades?
In the market
Customer
What Customer feels is stuck, and who still owns it.
Scenes they enter
B2B complex sale
05 · Adopt
Adopt
What keeps the product or service in weekly use?
- Pain
- ticket pile, no takeover
- Job
- Resolve quickly, escalate cleanly, and keep answers consistent with policy and product truth. HEA-World is not a contact-centre replacement.
- Unstuck by
- Best when support resolution, inbox workflow, and escalation are the primary job.
- Still owns
- Support
- Way
- Intercom Fin
06 · Expand
Expand
When is it honest to offer more — and through which surface?
07 · Advocate
Advocate
Where can a happy customer say something true in public?
Scenes they enter
SME service customer
04 · Deliver
Deliver
Does the work match what the website promised?
05 · Care
Care
When something is off, how fast do they feel heard?
- Pain
- ticket pile, no takeover
- Job
- Resolve quickly, escalate cleanly, and keep answers consistent with policy and product truth. HEA-World is not a contact-centre replacement.
- Unstuck by
- Best when support resolution, inbox workflow, and escalation are the primary job.
- Still owns
- Support
- Way
- Intercom Fin
06 · Repeat
Repeat
What makes coming back easier than finding someone new?
Scenes they enter
SaaS product journey
02 · Try
Try
What happens in the first session — and who helps if they stall?
03 · Activate
Activate
What is first value, and how do you know they hit it?
05 · Use
Use
How do they get unstuck without opening a ticket they will regret?
- Pain
- ticket pile, no takeover
- Job
- Resolve quickly, escalate cleanly, and keep answers consistent with policy and product truth. HEA-World is not a contact-centre replacement.
- Unstuck by
- Best when support resolution, inbox workflow, and escalation are the primary job.
- Still owns
- Support
- Way
- Intercom Fin
06 · Renew & expand
Renew & expand
Is expansion earned in the product, or only in a QBR?
Scenes they enter
Agency–client engagement
03 · Kickoff
Kickoff
How do you lock outcomes, not just a scope PDF?
04 · Deliver
Deliver
Where does work get reviewed so nobody is surprised?
06 · Retain
Retain
Why would they brief you again without a pitch?
Scenes they enter
Ecommerce & retail digital
04 · Receive
Receive
Does delivery and unboxing match the ad they clicked?
- Pain
- ticket pile, no takeover
- Job
- Resolve quickly, escalate cleanly, and keep answers consistent with policy and product truth. HEA-World is not a contact-centre replacement.
- Unstuck by
- Best when support resolution, inbox workflow, and escalation are the primary job.
- Still owns
- Support
- Way
- Intercom Fin
05 · Care
Care
Returns, defects, ‘where is my order’ — who answers at 21:00?
- Pain
- ticket pile, no takeover
- Job
- Resolve quickly, escalate cleanly, and keep answers consistent with policy and product truth. HEA-World is not a contact-centre replacement.
- Unstuck by
- Best when support resolution, inbox workflow, and escalation are the primary job.
- Still owns
- Support
- Way
- Intercom Fin
06 · Reorder
Reorder
What makes the second order easier than the first?
What they owe the next person
Handoffs.
No leaky handoff written for this chair yet.
One way this gets unstuck
Pain first.
- Pain
- ticket pile, no takeover
- Job
- Resolve quickly, escalate cleanly, and keep answers consistent with policy and product truth. HEA-World is not a contact-centre replacement.
- Unstuck by
- Best when support resolution, inbox workflow, and escalation are the primary job.
- Still owns
- Support
- Way
- Intercom Fin