The full end-to-end customer journey is live — from discovery through to order initiation. Delivery is handled manually by the team via email and Planhat, with no in-portal queue or workflow UI. The portal covers Steps 1–4 in full, and Steps 5–6 are fulfilled off-platform. Cards with a solid green background are Phase 1 scope.
Phase 2 — Post-launch
Additional functionality and UI is added to the portal to replace the manual email/Planhat-based delivery process. This includes an in-portal draft review and approval workflow for Step 5, and the automated scraping, enrichment pipeline, and Press Room for Step 6. Cards with a dashed border are Phase 2 scope.
Phase — card background
Phase 1 — launch
Phase 2 — post-launch
Type — card tag
Portal services.brightlocal.com
Platform tools.brightlocal.com
Marketing brightlocal.com
System Automated / back-end
Human BrightLocal delivery team
Step 1 — Customer DiscoveryThree independent entry points — all lead to the catalogue
Marketing site
Marketing
brightlocal.com landing page → services catalogue
Platform navigation
Platform
Nav link in tools.brightlocal.com → catalogue
AI insights
Platform
Contextual CTA promoting press releases to improve visibility & ranking
Service catalogue
Portal
All services as cards — icon, name, from price, turnaround, CTA. Latest activity module.
Step 2 — Customer ConsiderationCustomer evaluates before buying
Service detail page
Portal
Full description, how it works, S/M/L pricing, FAQ, trust signals
Step 3 — Customer PurchasePackage selection and payment
Select package
Portal
S/M/L — auto discount display, upsell nudge
→
Payment
Platform
Handled in Platform via Braintree — card on file or add new
→
Confirmation
Portal
Credits added instantly — dashboard CTA to start order
Step 4 — Order InitiationCustomer starts an order against a credit
Dashboard
Portal
Credits, active orders, Start Order CTA
→
Select location
Portal
Searchable — pulls live from Locations API
→
Briefing form
Portal
Pre-filled from Location data — customer completes remaining fields, AI auto-suggest available
Phase 1 delivery approach: Briefing submission triggers an email or push to Planhat for the delivery team to pick up. No queuing or management UI at launch.
Step 5 — Delivery — draft creation & reviewBack-and-forth between customer and delivery team
AI draft + human review
Human
AI generates, team edits. 3 business day SLA.
→
Customer review ×2
Human
Up to 2 rounds — approve or comment. Phase 1: via email/Planhat.
→
Approve + publish
Human
Customer approves. Team submits to Press Advantage manually.
Phase 2: Additional functionality and UI in the Portal will replace the email/Planhat-based draft/review/approval → in-portal review > approval workflow. This is a key delivery aspect in the Phase 2 build of the portal.
Step 6 — ResultsPublication evidence and metrics surfaced to customer
Phase 1 results approach: At launch, results are manually shared with the customer by the delivery team directly. Automated scraping, enrichment pipeline, and Press Room are all Phase 2 builds.
Phase 1 — launch scope
10 of 13 tasks
Phase 2 — post-launch
Delivery workflow, scraping + Press Room
Step 5 at Phase 1
Email / Planhat + shared docs
Biggest Phase 2 build
In-portal review & approval
👆
Click any card to see details
Select a card in the flow diagram to read the full description for that step.