One of the four Q1 OKRs proposed for [1] 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.
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):
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.
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.
| 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 |