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Mobile Shopping –
Ecommerce Website
Team : APPA
Members:
Anurag Sureka
Prasanth Narisetty
Priya Mathur
Arshpreet Kaur
Priya Mathur Dr . Prashanth Anurag Sureka Arshpreet Kaur APPA
21 – Years
Gwalior
Student
No Budget
No environmental
45 – Years
Kolkata
Doctor
Budget concious
Environment Friendly
25 – Years
Hyderabad
Professional
Budget Concious
No environmental
18– Years
Amritsar
Teen Student
No Budget
No environmental
20– Years
Mumbai
Student
No Budget
Environmental
Create Initial
Map
Evaluate Explore Brain storm
Persona, Brand
Attributes, Key Trends
Socially Active, Gadget
Geek
Behaviour Line
Surfs Amazon Website
Onstage Experience
Amazon website
Product description
and availability
Attitute and Emotions
Long lasting, Latest
Design and Branded
Back Stage Support
Website and Customer
Support
Evaluate Attitudes
Branded Phone,
Battery Life, Prize,
Budget
Priority Focus
Latest Tech, Features
Impact
Reduce return rate,
increase references
Read Out
CX satisfaction great
prize
Clarify Need and
Doubts
Arrive safe and sound,
Arrive early
No misplacement
Immediate refund
Capabilities:
Agent
Record details
Product info
Refund status
Billing system
Confirm order
Delivery details
Payment confirmation
desired
Transformation
Refer Website
Refer experience
Increase references
Initially Surfing
Find the product
Compares the product
Visits Showroom
Orders the product
Payment confirm
Order tracking
Order Received
Wrong product
Contact CX Care
Report complain
Listen and Understand the issue
Ask for resolution
Provide Resolution
Take necessary Decision
Confirm the action
Pack the order Confirm the return
Pick the order
Wait for refund
Provide receipt
Refund received
Refund initiated Confirms Refund
DA delivering
product
Ordering Touchpoints
Virtual Return Touchpoints

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Customer journey experience

  • 1. Mobile Shopping – Ecommerce Website Team : APPA Members: Anurag Sureka Prasanth Narisetty Priya Mathur Arshpreet Kaur
  • 2. Priya Mathur Dr . Prashanth Anurag Sureka Arshpreet Kaur APPA 21 – Years Gwalior Student No Budget No environmental 45 – Years Kolkata Doctor Budget concious Environment Friendly 25 – Years Hyderabad Professional Budget Concious No environmental 18– Years Amritsar Teen Student No Budget No environmental 20– Years Mumbai Student No Budget Environmental
  • 3. Create Initial Map Evaluate Explore Brain storm Persona, Brand Attributes, Key Trends Socially Active, Gadget Geek Behaviour Line Surfs Amazon Website Onstage Experience Amazon website Product description and availability Attitute and Emotions Long lasting, Latest Design and Branded Back Stage Support Website and Customer Support Evaluate Attitudes Branded Phone, Battery Life, Prize, Budget Priority Focus Latest Tech, Features Impact Reduce return rate, increase references Read Out CX satisfaction great prize Clarify Need and Doubts Arrive safe and sound, Arrive early No misplacement Immediate refund Capabilities: Agent Record details Product info Refund status Billing system Confirm order Delivery details Payment confirmation desired Transformation Refer Website Refer experience Increase references
  • 4. Initially Surfing Find the product Compares the product Visits Showroom Orders the product Payment confirm Order tracking Order Received Wrong product Contact CX Care Report complain Listen and Understand the issue Ask for resolution Provide Resolution Take necessary Decision Confirm the action Pack the order Confirm the return Pick the order Wait for refund Provide receipt Refund received Refund initiated Confirms Refund DA delivering product Ordering Touchpoints Virtual Return Touchpoints