The Homeowner Journey
Understand the full Passport lifecycle and how each stage connects to the next.
Customers do not experience Passport as separate departments, calls, or tasks.
They experience one continuous relationship.
Every interaction either strengthens or weakens that relationship.
You will follow one homeowner
Meet Dana
A fictional homeowner created for Home Passport Academy.
Throughout this module you'll follow Dana as she discovers Passport, joins Membership, builds her home record, uses Passport over time, and experiences different customer scenarios.
- The same homeowner appears in every lesson of this module.
- You'll see how the relationship develops over time, not as isolated moments.
One relationship, ten moments
Dana had a repair last spring. Everything that follows happens to her — not to a department.
“Is there something better than calling around every time?”
Interested, slightly sceptical.
A clear, plain-language reason it exists.
Connect Passport to the problem the homeowner just had.
Passport is pitched as a product feature list with no connection to their home.
Each stage sets up the next
- 1One useful action
- 2Value noticed
- 3Reminders get used
- 4Renewal is easy
- 1Account only
- 2Nothing stored
- 3Reminders ignored
- 4Renewal is a bill
Put the journey in order
Order the lifecycle
Tap the stages in the order a homeowner experiences them.
Which stage is this homeowner in?
Read the stage
Place each homeowner moment into the stage it belongs to.
““I added my home but I haven't uploaded anything yet.””
Check your understanding
Which stage comes immediately after Onboarding?
A homeowner has logged in twice, added nothing, and says “I'm not sure what this is for.” Which stage are they in?
Cancellation is the end of the customer relationship.
What is the customer's emotion most likely to be at Activation?
Every interaction is part of
one continuous journey.
You can now…
- Name the major customer journey stages
- Explain how one stage leads to the next
- Identify what the customer needs at each stage
Finished this lesson?
Mark it complete to earn XP and unlock your module progress.