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Reacting in real time@gilescolborne
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Phase 1 nameDescription of phase this phase in the users journey
Phase 2 nameDescription of phase this phase in the users journey
Phase 3 nameDescription of phase this phase in the users journey
Phase 4 nameDescription of phase this phase in the users journey
Phase 5 nameDescription of phase this phase in the users journey
An item needs replaceing
How can we support our customers?
Cust
omer
act
ions
Ask what I need
Ask what to look for in a product
Ask where to look
View forums
Ask what they have used before
Ask about previous experience
Ask how much it should cost
Show to partner
Discover I'm pregnant
Needs have changed
Receives a lot of disposable income
An item needs replaceing
Learns about and event-Birth-Birthday
Realise this is realy complicated
Realise this is realy complicated
Ask friends and family for advice
Ask friends and family for advice
Look for advice online
Look for advice online
Asks what they would like
Asks what they would like
Uses knowledge gained from previous purchases
Ask friends and family for opinions
Ask friends and family for opinions
Look at cataloguesLook at catalogues
Searches for specific product that they have bought before
Doesn't find itDoesn't find it
Search for d specifics that match needs
Is it the right size
Is it the right colour
What's the quality like
Search for preferred brands
Research online Research online
Looks for offers and deals
Look for best sellers
Searches for specific item or brand
Is it the right size
Is it the right colour
What's the quality like
Compare specificsCompare specifics
Compare costCompare cost
Compare user ratings
Compare user ratings
Compare price with other products
Compare product specifics against my needs
Read impartial reviews on chosen product
Show choice to third party
Show choice to third party
Ask parent if gift is suitable for child
Ask if its suitable Purchase process
What the user is thinking
What the user is thinking
What the user is thinking
What the user is thinking
What the user is thinking
What the user is thinking
What the user is thinking
What the user is thinking
Cust
omer
em
otio
ns
Customer Experience Map What customers do when purchasing
For a specific item
For a specific brand
Trying stuff they have got
Ask friends and family for advice
Notice what people in the street have got
Look for advice online
Realises specific needs for product
Learn brands
Should I buy new?
Look at specific detail of product
Try the product
Ask for advice
Research in storeResearch in store
See what the supermarket sells
See what the supermarket sells
See what the supermarket sells
Consider second hand
Check competitor prices on phone
View forums and social networks
Compare costTalk to other people who already own products
Show to Gifter
Is it safe
I don't want to spend too much
Compare user ratings
Decide which one I Prefer
What the user is thinking
User typeDescription of of typical user behaviour and their information needs. Include what difficulties they normally have and anything that could potentially influence them
User typeDescription of of typical user behaviour and their information needs. Include what difficulties they normally have and anything that could potentially influence them
User typeDescription of of typical user behaviour and their information needs. Include what difficulties they normally have and anything that could potentially influence them
User typeDescription of of typical user behaviour and their information needs. Include what difficulties they normally have and anything that could potentially influence them
What the user is thinking
Gap analysis
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
How to support customers in this phase
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Thank you
07850 590966
Giles Colborne
Icons (cc) The Noun ProjectMarwa Boukarim Andrew Forrester Benoit Champy Jens Tärning Remee Ramsay-Passmore Simon Child Christopher
Reys Donata Bologna Scott Lewis Jeff Raines Jeff Gerlach Ricardo Moreira Laurent Patain Nicholas Menghini Dmitry Baranovskiy
