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Opened by Jamie Carey@j.carey

PROJ: document system flow of lead to fulfillment

📕 Version 1

Steps to get First Version:

  • Draft
  • Internal Review with Ent Apps Team (open for contribution)
  • Updates based on Questions/Feedback
  • Identify work/changes for Phase 2
  • External Review

⏱ Phases

Phase 1

This will include direct (sales assisted), web direct, channel, and OSS/EDU new business sales, renewals, cancellations, abandoned cart (online sales), upgrades and add-ons, and web direct trials.

Phase 2

This will include online marketplace sales, renewals, abandoned cart (if applicable), upgrades/add-ons, trials: direct, channel, online marketplace

🙌 Definition of Done

  • Version 1 will be the initial output turning this lucidchart diagram of all entapp systems in smaller more concentrated diagrams of flows that align with the output that the Growth team is doing in their mappings.. These initial versions created in Phase 1 and Phase 2 will go through internal and external reviews during the Phases. The notes will be turned into immediate changes or be turned into issues for larger changes.
  • Done means that an overall diagram has been created tying the operational flow to the systems:
    • data movement is defined by the color of the arrow: red=manual; green=custom API; purple=native integration; see key/legend on each diagram
    • start (green arrow labeled with start) and end points (red outline=undesirable outcome) or green outline (desirable outcome) are identified
    • operation is identified by title of diagram; label in diagram; diagram tabs
    • diagram is uploaded to the handbook
    • systems are identified consistently across diagrams by color code and labeled; see key/legend on each diagram
  • particular unique observations may be highlighted by the formatting of the diagram
    • ex: comparison of system flows in web direct trials highlighted by side by side flow in a single diagram for self managed vs SaaS
  • specific gaps, notes, questions are highlighted with virtual sticky notes on each diagram - these will be addressed via reviews or issues in later phases or as needed

https://about.gitlab.com/handbook/business-ops/enterprise-applications/portal/#diagrams

💡 Discoveries and Observations

  1. Abandoned cart behavior: Buying online (web direct) has more than one system flow and creates records in different systems unexpectedly depending on whether a person checks out or abandons cart.
SaaS
Story no. story starting point test record SFDC customers app gitlab.com account
A user starts at settings in gitlab.com, does not complete checkout billing settings alexbuijstest1234@alexbuijsweb.nl yes - lead yes yes
B person starts from pricing page, no accounts, abandoned cart after registering pricing page jcarey+abandoncart@gitlab.com no no yes
C person starts from footer "customers portal", no accounts footer on gitlab.com - customers portal same path as story A yes - lead yes yes
Self Managed
Story no. story starting point test record SFDC customers app gitlab.com account
D user starts at settings in gitlab.com, does not complete checkout billing settings jcarey+testgroup@gitlab.com jamietestgroup no no yes
E person starts from pricing page, no accounts, abandoned cart after registering pricing page jcarey+testnotconfirmemail@gitlab.com yes - lead yes no
F person starts from footer "customers portal", no accounts footer on gitlab.com - customers portal same path as story D no no yes

need to test saas flow: jcarey+SaaSAC@gitlab.com jamieSaaSAC https://gitlab.com/users/sign_in https://customers.gitlab.com/plans

🔧 working docs

📚 reference material

📎 related

Edited by Jamie Carey