Experience · Chapter 2 of 3
The first-hour audit
Trace the first hour after purchase, minute by minute. What does the customer actually experience?
Write down every email, screen, notification and instruction a new customer meets in their first hour. Rate each one for warmth and clarity out of five.
Anything under a four is a candidate for a rewrite. This is often the highest-return work in a business — a single warmer onboarding email can lift retention more than a quarter of ad optimisation.
Apply this week
- List every touchpoint in the first hour after purchase.
- Rewrite the coldest one into something a friend could have sent.