カスタマーオンボーディング — Time-to-Value を最速にする

# db/migrate/20240601000001_create_onboarding_tables.rb
class CreateOnboardingTables < ActiveRecord::Migration[7.1]
  def change
    create_table :onboarding_playbooks do |t|
      t.string :name, null: false
      t.text :description
      t.integer :expected_duration_days, default: 30
      t.boolean :active, default: true
      t.timestamps
    end
 
    create_table :onboarding_phases do |t|
      t.references :playbook, null: false,
                   foreign_key: { to_table: :onboarding_playbooks }
      t.string :name, null: false
      t.integer :order_position, null: false
      t.integer :expected_days, null: false
      t.timestamps
    end
 
    create_table :onboarding_tasks do |t|
      t.references :phase, null: false,
                   foreign_key: { to_table: :onboarding_phases }
      t.string :title, null: false
      t.integer :order_position, null: false
      t.string :owner_type, default: "fde"
      t.boolean :required, default: true
      t.timestamps
    end
 
    create_table :customer_onboardings do |t|
      t.references :playbook, null: false,
                   foreign_key: { to_table: :onboarding_playbooks }
      t.string :customer_name, null: false
      t.string :fde_name, null: false
      t.integer :status, default: 0, null: false
      t.integer :health_score, default: 100
      t.date :started_on
      t.date :target_completion_on
      t.timestamps
    end
 
    create_table :onboarding_progresses do |t|
      t.references :customer_onboarding, null: false, foreign_key: true
      t.references :task, null: false,
                   foreign_key: { to_table: :onboarding_tasks }
      t.integer :status, default: 0, null: false
      t.text :notes
      t.datetime :completed_at
      t.timestamps
    end
 
    add_index :onboarding_progresses,
              %i[customer_onboarding_id task_id],
              unique: true, name: "idx_progress_onboarding_task"
  end
end

# app/models/customer_onboarding.rb
class CustomerOnboarding < ApplicationRecord
  belongs_to :playbook, class_name: "OnboardingPlaybook"
  has_many :progresses, class_name: "OnboardingProgress", dependent: :destroy
 
  enum :status, {
    not_started: 0, in_progress: 1, at_risk: 2,
    completed: 3, churned: 4
  }
 
  def progress_percentage
    total = playbook.tasks.where(required: true).count
    return 0 if total.zero?
 
    done = progresses.completed.joins(:task)
                     .where(onboarding_tasks: { required: true }).count
    (done.to_f / total * 100).round(1)
  end
 
  def days_elapsed
    return 0 unless started_on
    (Date.current - started_on).to_i
  end
end
 
# app/models/onboarding_progress.rb
class OnboardingProgress < ApplicationRecord
  belongs_to :customer_onboarding
  belongs_to :task, class_name: "OnboardingTask"
 
  enum :status, {
    pending: 0, in_progress: 1, blocked: 2,
    completed: 3, skipped: 4
  }
 
  after_save :recalculate_health_score
 
  private
 
  def recalculate_health_score
    HealthScoreCalculator.new(customer_onboarding).recalculate!
  end
end

# app/services/health_score_calculator.rb
class HealthScoreCalculator
  WEIGHTS = {
    task_progress: 40, customer_responsiveness: 25,
    technical_health: 20, engagement: 15
  }.freeze
 
  def initialize(customer_onboarding)
    @onboarding = customer_onboarding
  end
 
  def recalculate!
    score = calculate_total_score
    new_status = score < 60 ? :at_risk : :in_progress
 
    @onboarding.update!(health_score: score, status: new_status)
    trigger_alert(score) if new_status == :at_risk
    score
  end
 
  private
 
  def calculate_total_score
    {
      task_progress: task_progress_score,
      customer_responsiveness: responsiveness_score,
      technical_health: technical_health_score,
      engagement: engagement_score
    }.sum { |key, val| val * WEIGHTS[key] / 100.0 }.round
  end
 
  def task_progress_score
    expected = expected_progress_ratio
    actual = @onboarding.progress_percentage
    return 100 if expected.zero?
    [actual / expected * 100, 100].min.round
  end
 
  def expected_progress_ratio
    total_days = @onboarding.playbook.expected_duration_days
    elapsed = @onboarding.days_elapsed
    [(elapsed.to_f / total_days * 100), 100].min
  end
 
  def responsiveness_score
    recent = @onboarding.progresses.where(updated_at: 7.days.ago..)
    return 50 if recent.empty?
    blocked = recent.where(status: :blocked).count
    ((1 - blocked.to_f / recent.count) * 100).round
  end
 
  def technical_health_score
    @onboarding.progresses.completed.any? ? 100 : 50
  end
 
  def engagement_score
    updates = @onboarding.progresses.where(updated_at: 14.days.ago..).count
    [updates.to_f / 5 * 100, 100].min.round
  end
 
  def trigger_alert(score)
    OnboardingAlertJob.perform_later(
      @onboarding.id, alert_type: "at_risk", score: score
    )
  end
end

# app/jobs/onboarding_alert_job.rb
class OnboardingAlertJob < ApplicationJob
  queue_as :default
 
  def perform(onboarding_id, alert_type:, score:)
    onboarding = CustomerOnboarding.find(onboarding_id)
 
    SlackNotifier.post(
      channel: "#fde-alerts",
      text: "#{onboarding.customer_name} のオンボーディングが" \
            "リスク状態です（スコア: #{score}）"
    )
 
    OnboardingMailer.risk_alert(
      fde_name: onboarding.fde_name,
      onboarding: onboarding,
      score: score
    ).deliver_later
  end
end
 
# app/jobs/onboarding_health_check_job.rb
class OnboardingHealthCheckJob < ApplicationJob
  queue_as :default
 
  def perform
    CustomerOnboarding.where(status: %i[not_started in_progress at_risk])
                      .find_each do |onboarding|
      HealthScoreCalculator.new(onboarding).recalculate!
 
      last_update = onboarding.progresses.maximum(:updated_at)
      if last_update && last_update < 3.days.ago
        OnboardingAlertJob.perform_later(
          onboarding.id, alert_type: "stalled",
          score: onboarding.health_score
        )
      end
    end
  end
end

{
  "Comment": "カスタマーオンボーディングワークフロー",
  "StartAt": "PreOnboarding",
  "States": {
    "PreOnboarding": {
      "Type": "Parallel",
      "Branches": [
        {
          "StartAt": "SendWelcome",
          "States": {
            "SendWelcome": {
              "Type": "Task",
              "Resource": "arn:aws:lambda:ap-northeast-1:123456789:function:send-welcome",
              "End": true
            }
          }
        },
        {
          "StartAt": "ProvisionEnv",
          "States": {
            "ProvisionEnv": {
              "Type": "Task",
              "Resource": "arn:aws:lambda:ap-northeast-1:123456789:function:provision-env",
              "End": true
            }
          }
        }
      ],
      "Next": "Implementation"
    },
    "Implementation": {
      "Type": "Task",
      "Resource": "arn:aws:lambda:ap-northeast-1:123456789:function:monitor-impl",
      "Next": "HealthCheck"
    },
    "HealthCheck": {
      "Type": "Task",
      "Resource": "arn:aws:lambda:ap-northeast-1:123456789:function:health-check",
      "ResultPath": "$.health",
      "Next": "EvaluateHealth"
    },
    "EvaluateHealth": {
      "Type": "Choice",
      "Choices": [
        {
          "Variable": "$.health.score",
          "NumericLessThan": 60,
          "Next": "Escalate"
        }
      ],
      "Default": "Complete"
    },
    "Escalate": {
      "Type": "Task",
      "Resource": "arn:aws:sns:ap-northeast-1:123456789:onboarding-alerts",
      "Next": "Implementation"
    },
    "Complete": {
      "Type": "Task",
      "Resource": "arn:aws:sns:ap-northeast-1:123456789:onboarding-complete",
      "End": true
    }
  }
}

# lib/aws/step_functions_trigger.rb
require "aws-sdk-states"
 
class StepFunctionsTrigger
  STATE_MACHINE_ARN =
    "arn:aws:states:ap-northeast-1:123456789:stateMachine:onboarding"
 
  def initialize
    @client = Aws::States::Client.new(region: "ap-northeast-1")
  end
 
  def start_onboarding(onboarding)
    @client.start_execution(
      state_machine_arn: STATE_MACHINE_ARN,
      name: "onboarding-#{onboarding.id}-#{Time.current.to_i}",
      input: {
        onboarding_id: onboarding.id,
        customer_name: onboarding.customer_name,
        fde_name: onboarding.fde_name,
        target_completion: onboarding.target_completion_on.iso8601
      }.to_json
    )
  end
end