Document the consumer experience and develop the consumer journey map: consumer's actions, emotions, including the pain points where the consumer could abort further interaction with the retailer and stop the purchase process.
Consumer experience in all retailer's channels (offline, online, phone support)
We went through the consumer journey from selection to purchase and return. We determined improvement areas for the consumer experience. Identified errors in the online purchase process, weak points in communication between the retailer's channels. We pointed out in-store assistants' digressions from policies at different stages of the Consumer Journey, which allowed the client to carry out correctional training on the very next day. We developed a detailed visual Consumer Journey Map with verbatims for further training of staff. We analysed strengths and weaknesses of the consumer experience in the context of latest consumer insights and trends for the Marketing and Consumer Experience team.
*Case from previous experience at Banana Trends.