---
title: Skaalen Customer Journey Wizard — Q1 Initiative
type: article
created: '2026-04-05'
updated: '2026-04-05'
source_docs:
- raw/2026-03-05-skaalen-monthly-marketing-call-127591023.md
tags:
- skaalen
- customer-journey
- wizard
- okrs
- q1-2026
- hubspot
- wordpress
layer: 2
client_source: null
industry_context: null
transferable: true
---

# Skaalen Customer Journey Wizard — Q1 Initiative

## Overview

One of the four Q1 OKRs proposed for [[clients/skaalen/index|Skaalen Retirement Services]] is the development of a **Customer Journey Wizard** — an interactive questionnaire on the Skaalen website that guides prospective residents (or their families) to the appropriate community level based on their care needs.

The initiative emerged from a recognized gap: visitors to the site may not know whether their situation calls for Independent Living, Assisted Living, or Skilled Nursing. A guided wizard reduces friction, improves lead quality, and supports the Skaalen Ridge waitlist growth goal.

## Business Goals

- **Increase qualified leads** by routing users to the right community before they contact staff
- **Grow the Skaalen Ridge waitlist** by surfacing that option to appropriate candidates
- **Reduce staff triage burden** by pre-qualifying inquiries through self-service

## How the Wizard Works (Proposed Logic)

The wizard presents a series of questions about the prospective resident's current functional and medical status. Answers are scored or bucketed to recommend one of three community types:

| Community Type | Criteria |
|---|---|
| **Independent Living** (e.g., Venneval Hall) | Fully independent ADLs, no memory concerns, no skilled care needs |
| **Assisted Living** | Needs ADL support, no significant memory issues |
| **Skilled Nursing / Memory Care** | Requires skilled medical care, therapy services, or has cognitive/memory changes |

Example questions under discussion (from Melissa's draft and Simone's clinical questionnaire):

- Who are you searching for today?
- How soon are you thinking about making a move?
- How would you describe current day-to-day living? *(Fully independent / Some help needed / Hands-on help needed / Significant supervision / Recovering from surgery)*
- Are you able to get up independently from a chair? *(Yes / Needs one adult assist / Needs two adult assist)*
- Are you able to walk independently or with an assistive device?
- Has a doctor or family member expressed concern about safety living alone?
- Are there any memory or cognitive changes we should know about?
- Is there a need for skilled medical care or therapy services?

> **Note from Dawn (March 2026 call):** Clinical questions from Simone are keyed to specific care levels — a threshold number of responses in each category routes the user to the corresponding community. Melissa's draft questionnaire addresses top-of-funnel intent signals (urgency, who they're searching for) that Simone's version does not cover. The two drafts should be merged.

## Key Result (Q1 OKR)

> Develop the Community Finder Wizard to increase qualified leads and grow the Skaalen Ridge waitlist.

This is listed under **Objective 3: Build a Customer Journey Wizard** in the Q1 OKR proposal.

## Status

| Item | Status |
|---|---|
| Melissa's draft questionnaire | ✅ Complete — to be sent to Dawn |
| Simone's clinical questionnaire | ✅ Exists — held by Dawn |
| Merged/final questionnaire | 🔲 Pending Dawn review |
| Wizard build (website) | 🔲 Not started |
| HubSpot integration | 🔲 Not scoped yet |

## Action Items

- **Melissa** — Send draft Community Finder questionnaire to Dawn for review and reconciliation with Simone's version
- **Dawn** — Review both questionnaires and align on final question set and routing logic
- **Team** — Scope wizard implementation (likely WordPress/Beaver Builder or embedded form tool with HubSpot integration)

## Open Questions

- Will the wizard be a standalone page, a modal, or an embedded section on the homepage?
- Should wizard completions create a HubSpot contact/deal automatically?
- Does the Skaalen Ridge waitlist require a separate form or can the wizard route directly to a waitlist signup?
- Are there regulatory or clinical considerations for how care-level recommendations are phrased publicly?

## Related

- [[clients/skaalen/index|Skaalen Client Overview]]
- [[clients/skaalen/meetings/2026-03-05-monthly-marketing-call|March 2026 Monthly Marketing Call]]
- [[knowledge/website/wordpress-beaver-builder-compatibility|WordPress / Beaver Builder Compatibility Notes]]
- [[knowledge/marketing/okrs-q1-2026-skaalen|Skaalen Q1 2026 OKRs]]