Customer Journey Map by Ola Ogunbodede https://padlet.com/b91363oo/w11lse7uwi4emacu Persona 2 en-us 2021-04-21 21:14:08 UTC 2023-08-15 22:08:23 UTC hello@padlet.com https://padlet.net/icons/png/1f621.png Persona 2 b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616317 Age - 50
Works whenever he likes.]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616317 Scenario b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616321 CEO looking for a gift for his outgoing employee who leaves in a month to work with his largest competitor.
Budget £750
Shops at Fenwick]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616321 Goals & Expectations b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616322 Goal: buy a gift that doesn't exceed budget 
Expectations: knowledgeable and courteous employees, neat and tidy storefront with minimal disruptions, attentive and responsive employees ]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616322 1. Need Identification b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616324 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616324 2. Information Gathering b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616326 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616326 4. Choose Among Alternatives b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616328 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616328 3. Evaluate & Alternatives b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616329 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616329 5. Purchase b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616330 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616330 7. Review Decision b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616331 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616331 6. Receive b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616332 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616332 1. Behaviours/ Actions b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616333 Doing, Thinking, Saying]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616333 2. Behaviours/ Actions b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616334 - Look for information on Google
- Ask people's opinions
- take into consideration the employee's hobbies and likes ]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616334 3. Behaviours/ Actions b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616336 - compare reviews/WOM
- evaluate service factors: delivery time, availability, price]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616336 4. Behaviours/ Actions b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616340 - compare store reputation
- more features 

]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616340 5. Behaviours/ Actions b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616342 - go in store, talk to employees, feel product himself to make sure it fits his expectations 
- Expect opinions from employees]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616342 6. Behaviours/ Actions b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616343 - Check receipt and product]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616343 7. Behaviours/ Actions b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616344 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616344 1. Experiences b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616345 Feeling]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616345 2. Experiences b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616346 Stressed]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616346 3. Experiences b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616347 Confusing]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616347 4. Experiences b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616348 Careful]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616348 5. Experiences b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616349 Excited]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616349 6. Experiences b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616351 Happy]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616351 7. Experiences b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616352 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616352 1. Opportunities b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616353 Suggestions for Management]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616353 2. Opportunities b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616356 - SEO
- Generate word of mouth by social media campaign?]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616356 3. Opportunities b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616358 - SEO
- Testimonials from customers
- Earned media: blog post, review websites]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616358 4. Opportunities b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616359 - offer promotions]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616359 5. Opportunities b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616360 - have consistent service throughout the store
- Employee engagement so that the employees can deliver the best experience]]> 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616360 6. Opportunities b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616361 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616361 7. Opportunities b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616362 2021-04-21 21:14:08 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1444616362 b91363oo https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1445823331 2021-04-22 06:14:03 UTC https://padlet.com/b91363oo/w11lse7uwi4emacu/wish/1445823331