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Bettermode Q1–Q2 2026 — Task List

Tracks all work items from the strategy doc. This repo is the source of truth — update Status as work moves.

Phase 0 — Pre-Work (blockers: complete before publishing any content)

# Task Owner Status
1 Pull Zendesk Extracted from Matt's retention discovery (docs/swim-lanes/retention/research/2026-03-26-support-data-findings.md) Kat ✅ Done
2 Pull data Already in Brain: 56.2% of new Pros reach job 7 (11,685/20,796) — docs/swim-lanes/retention/cold-start-blue/rating-rate-first-10.md Kat ✅ Done
3 Pull Bettermode baseline: active Pro count + current post view rate Kat ✅ Done — data/bettermode-baseline.md
3a Resolve Zendesk reporting access — confirm whether Kat can get a direct reporting seat; if not, identify who currently holds access after seat holder changes (Nicole and Patrick may no longer have it) Kat → Dustin + Seth ⬜ Not started

Phase 1 — Focus Area 1: New Pro Success (First 60 Days)

Space Setup

# Task Notes Status
7a Design the First 60 Days space in Bettermode Design Studio Added a space inside the existing Pro Academy space to house First 60 Days posts — space is designed and ready for content ✅ Done
7b Activate hidden Bettermode space for First 60 Days Space is live and visible to Pros — no content posted yet ✅ Done

Distribution — Braze Trigger

# Task Notes Status
7d Confirm feasibility with Callie — can Braze trigger a follow-up text with the First 60 Days space link after a new Pro joins the community? Reached out to Callie — awaiting response 🔄 In progress
7e If confirmed: implement Braze trigger — follow-up text with First 60 Days space link fires after new Pro joins community Dependent on 7b (space must be live with a real link before this can be built) ⬜ Not started

Content

# Task Format Priority Status
7 Publish: "Getting your first job — what to expect, how the queue works" Short post + 1 action P1 ✅ Published 4/30/2026
8 Publish: "Your first service — photos, long grass, completing correctly" Short post + 1 action P1 ✅ Published 4/30/2026
9 Publish: "Understanding your tier score — what moves it, what doesn't" Short post + 1 action P1 ✅ Published 4/30/2026
10 Publish: "Getting to Blue — what it means and how to get there" Short post + 1 action P1 ✅ Published 4/30/2026

Dependencies: Tasks 7a and 7b before publishing any content. Tasks 1 and 2 must be complete before publishing — baselines needed for measurement.

Phase 2 — Focus Area 2: Field Guide

# Task Format Priority Status
11 Write + publish: Long grass — how to report it, document it, why photos matter Field guide post P1 🔄 In org review — drafts/task-11-long-grass.md
12 Write + publish: When the customer cancels on you — what to do right now Field guide post P1 🔄 In org review — drafts/task-12-customer-cancels.md
13 Write + publish: Unresponsive customer — step by step Field guide post P1 🔄 In org review — drafts/task-13-unresponsive-customer.md
14 Write + publish: Payment questions — timing, breakdowns, where to look Field guide post P2 ✅ Done
15 Write + publish: What actually affects your completion rate Field guide post P2 🔄 In org review — drafts/task-14-completion-rate.md
16 Implement Zendesk reference doc: maps ticket type to Bettermode post link — requires Dustin and Seth to add and pin it in Zendesk; draft ready for their review at drafts/zendesk-bettermode-reference.md Zendesk pinned doc — ⬜ Not started

Zendesk reference doc (drafts/zendesk-bettermode-reference.md) must be updated with live links each time a Field Guide post is published.

Phase 3 — Focus Area 3: Tier Clarity

# Task Format Priority Status
17 Write + pin: Tiers and rewards explainer Pinned post P1 ✅ Done — drafts/task-16-tiers-and-rewards.md
18 Set up milestone recognition system: Blue attainment celebration posts (opt-in) Process + template P2 ✅ Done — drafts/task-17-blue-milestone-recognition.md
19 Launch monthly "What's moving your score" Q&A thread (recurring, first instance) Monthly thread P2 ✅ Done — drafts/task-18-monthly-qa-thread.md

Phase 4 — Measurement Setup

# Task Notes Status
20 Set up tracking: Zendesk ticket volume by category (monthly snapshot) Tracking template done — data/tracking-zendesk-monthly.md. Blocked on task 3a (Zendesk access must be confirmed before this can run on a real cadence) 🔄 Template done, access pending
21 Set up tracking: Bettermode views per post (weekly export) Depends on Task 3 baseline ✅ Done — data/tracking-bettermode-weekly.md

Phase 5 — Focus Area 4: AMA Series

Confirm Participants

# Task Notes Status
22 Confirm Steve — brief on current community tensions, get approval on his intro draft Prior live AMA gives instant credibility — reference it in the thread ⬜ Not started
23 Confirm PE rep — brief on likely question types, get approval on her intro draft Expected topics: metrics, Wishlist items, app flow gaps, job queue logic ⬜ Not started
24 Identify + confirm marketing rep — brief on GBP/Google reviews topics, get approval on intro draft Topics: Google Business Profile, asking for reviews, local SEO, off-platform reputation ⬜ Not started
25 Confirm Pro peer participant — brief on likely questions, get approval on intro draft First choice: Scott Culala (490 all-time replies, already acts as mentor organically); backup: Arely Elrod ⬜ Not started
25a Confirm Callie and Vinicius (Gamification) — brief on support ticket pattern, get approval on their intro draft Gamification questions currently bounce through Kat or Support before reaching them — this thread eliminates that routing ⬜ Not started

Month 1 — PE rep (Product & Engineering)

# Task Format Status
26 Post PE rep AMA thread Ask the Community — drafts/ama-product-engineering.md ⬜ Not started
27 Compile PE rep Q&As into FAQ post Pro Academy — title: "You Asked, We Answered — [Month] with PE rep" ⬜ Not started

Month 2 — Pro Peer (Gold/Platinum)

# Task Format Status
28 Post Pro Peer AMA thread Ask the Community — drafts/ama-pro-peer.md ⬜ Not started
29 Compile Pro Peer Q&As into FAQ post Pro Academy — title: "You Asked, They Answered — [Month] with [Pro], [Tier] Pro" ⬜ Not started

Month 3 — Marketing Rep

# Task Format Status
30 Post Marketing AMA thread Ask the Community — drafts/ama-marketing.md ⬜ Not started
31 Compile Marketing Q&As into FAQ post Pro Academy — title: "You Asked, We Answered — [Month] with [rep], Marketing" ⬜ Not started

Month 4 — Steve (CEO)

# Task Format Status
32 Post Steve AMA thread Ask the Community — drafts/ama-steve-ceo.md ⬜ Not started
33 Compile Steve Q&As into FAQ post Pro Academy — title: "You Asked, Steve Answered — [Month]" ⬜ Not started

Month 5 — Callie + Vinicius (Gamification)

# Task Format Status
34a Post Gamification AMA thread Ask the Community — drafts/ama-gamification.md ⬜ Not started
34b Compile Gamification Q&As into FAQ post Pro Academy — title: "You Asked, We Answered — [Month] with Callie and Vinicius, Gamification" ⬜ Not started

Dependencies: Tasks 22–25a (confirmations) must be complete before their respective thread goes live. Each compile task follows its thread after 7–10 days or when activity slows.

Phase 6 — Focus Area 5: Pool Pro Space

Discovery

# Task Notes Status
34 Meet with Trent M. — understand Pool Pro experience, pain points, questions Trent is active in the main community (10 posts); first voice to consult before building anything ⬜ Not started
35 Pull sentiment from Will and Shannon — what themes and complaints come up most on the Pool Pro Facebook page Facebook page is LawnStarter-run but not connected to Bettermode; this is untapped signal ⬜ Not started
36 Confirm with PE rep (PE): do pool Pro metrics work differently from lawn care Pro metrics? Answer determines whether tier/metrics content needs to be written separately or can reuse existing posts ⬜ Not started
37 Review hidden Bettermode space — confirm what needs to change to activate it for Pool Pros Check space settings, visibility, membership rules in Bettermode admin ⬜ Not started
37a Connect with Jeff Herman's team — inventory what Pool Pro content is available or in progress to feature in the space Jeff's team is actively producing Pool Pro content; coordinate so the space surfaces their work rather than duplicating it ⬜ Not started

Build (pending discovery)

# Task Notes Status
38 Activate and configure the Pool Pro space in Bettermode Scope determined by tasks 34–37 ⬜ Not started
39 Write initial Pool Pro content — topics TBD from discovery At minimum: welcome post, one field guide equivalent, metrics/tier clarity if needed ⬜ Not started

Dependencies: Tasks 34–37 must be complete before 38–39. Do not build before discovery is done.

Notes

  • "Draft done" ≠ published. All content marked Draft done still needs to go through the full publishing workflow before it goes live. See drafts/content-publishing-workflow.md for all 8 steps: fact check → tone pass (AI tool) → Bettermode formatting → 7-day org review → edits → asset creation (if needed) → publish.
  • Phase 1 space setup (7a–7b) is complete. Space is live and ready for content — First 60 Days posts (7–10) publish 4/30/2026.
  • Braze trigger (7d–7e) is a dependency on Callie — confirm feasibility before building anything.
  • Field Guide posts (11–15) are drafted and ready. Update the Zendesk reference doc (drafts/zendesk-bettermode-reference.md) with the live link each time one is published.
  • AMA confirmations (22–25) gate their respective threads — nothing goes live without the participant's approval on their intro draft.
  • Pool Pro space (34–39) is discovery-first — do not build before tasks 34–37 are complete.
  • After any content is published: update data/bettermode-content-tracker.md with the live link and status.
  • Update the Status column as tasks move: ⬜ Not started → 🔄 In progress → ✅ Draft done → ✅ Published
  • OST — Tentative drafts (10 posts) are in drafts/ with (Tentative) in the title. Sourced from the Pro Discovery Opportunity Solution Tree. Not yet in the publishing workflow — pending team review. See drafts/content-publishing-workflow.md for full list.