Customer Journey mapping including a section which provides
Mar 13,23Question:
Background:
Assignment #1: Customer Journey mapping (including a section which provides information about a persona)
Customer Journey mapping is a useful tool to understand how existing services work and uncover pain points and opportunities for improvement. Customer journey maps are used to visualize the overall experience a customer has with a service. Customer journey mapping may include any stages of service consumption (pre-purchase, service encounter, and or post-encounter stages). Examples of these stages are recognizing a need, searching for a specific service, booking and paying for it, and using the service, as well as maybe complaining if something goes wrong, or using the service again.
For this assignment, your task is to develop a “current state[1]” journey map in which you include steps where a customer is interacting with a company and highlight (list and visualise) all the key steps of an experience. The journey map should be structured as a sequence of steps (often also referred to as events, moments, experiences, interactions, activities, etc.).
You can develop a high-level map which shows an overall end-to-end experience or develop a more detailed map which focuses on one step of a higher-level journey and describes micro-interactions in that step.
Please note that in addition to the steps and stages, you need to include a section (either in a separate page or as part of your journey map) which provides information about the persona.
Current-state journey maps describe how a user/customer experiences an existing service. Whereas, future state journey maps are used to visualize the potential experience customers may have with a not-yet-existing service. For this assignment your task is to focus on an already existing service and develop a current state journey map.
Answer:
Introduction
Customer Journey Mapping
Student’s Name
Institutional affiliations
Customer Journey Mapping
The customer journey mapping described below entails the steps and the experiences Greek Wedding Agency believes visualizes the customer interaction with the brand. It enables it to clearly tell the stories of every customer across many touch points. It helps it to step into the customers shoes, and see the outside look of the company from their perspective.
The Greek Wedding Agency (GWA) is a business that would want to actualize and fulfill couples dream, which has always been perceived as difficult since it is difficult to have a wedding in a far city. We want to make them appreciate and enjoy the fruits of being so patient waiting for ages for ones proposals and the others ‘yes’. On this day we make them feel special by having their romantic ceremony done in a stunning place.
SCENARIO:
John wants to have a wedding in a far town. He wants to have an exceptional wedding, with few visitors and friends attending and the event should leave a scar on everyone who attends the event. He has no idea of where he can have such an event.
GOALS:
To actualize and fulfill his wedding dream, in a far town.
EXPECTATION:
To have a wonderful wedding, which will make him have good memories with his fiancée, for the rest of their lives.
| Pre-Event behavior (Booking) | Service Experience | Post Event Behavior | |||||
| steps | Search | Selection of service | Payment | Arrival | Wedding experience | Exit | Arrival at Home |
| Doing | Internet search
Navigating from site to site. |
Looking at the services
Looking at the available dates Going through the terms and conditions/ |
*Removing my wallet
*Browsing through my mobile money account. *Consulting with a friend if the pricing is friendly |
*visitors driving in
*Driving *Signing visitors book Parking *Asking for direction from the security guards *Visitors sitting with relaxing music, flowers and decor |
*Taking vows.
*Dancing with friends. *Cutting cakes. *Foods and drinks. *Taking photos and receiving gifts. *Counseling |
*Bidding friends’ good bye.
*Clearing with the company *Going to the parking bay. |
*Driving back home.
*Arrival back home *Texting friends thanking them for attending and asking them about their experience *Referring many friends to the company to also enjoy the services |
| Thinking | Will I be able to find a company that conducts wedding ceremony?
Will the company be in my country? |
Do they provide quality services?
Will the company accept my order? |
Do I have enough amounts in my mobile money account?
Are there other means of payment? |
Will there be enough parking space for everyone
Will my visitors really know the venue? Will everyone keep time? |
*I hope the place is okay with everyone.
*I Hope everyone is comfortable. *The experience is quite good |
Has everybody enjoyed their day?
Was it different from other weddings in terms of quality? Where is my car? |
*I hope everybody liked the experience
Did everyone get satisfied *I hope nobody lost anything that was valuable while at the venue |
| Feeling | Nervous- what if it’s outside my country.
Excited |
Overwhelmed- the company offers many services
Excited- the date chosen is very convenient. |
Worried- am I going to be scammed all this amount
Anxious- I can’t wait to witness my wedding. |
*Excited-today is my day
*Happy- the place is colored and wonderfully decorated. |
Relaxed- at least all the visitors enjoys their stay.
Uncertain- I don’t know whether all the visitors got enough food to eat and drink. |
*Satisfied- almost everything happened as expected.
Hurried- the event has ended quite late and everyone is rushing back home |
*Content- the service was wonderful though a little bit expensive.
Exhausted- it was a log day with very many activities that required my attention and clarification. |
| Customer experience | *There’s a company in my country.
*It is a little bit far from my town They offer Wonderful and admirable services |
*Very many services offered by the country
*Delay in order processing Impatient to wait for acceptance. |
Not too many methods of payment.
Immediate feedback regarding confirmation of the payment. The customer is notified of the wedding date and time |
*The parking space is enough for all the visitors.
The venue is colorful and wonderfully decorated. |
*They do it a bit different- they are cheap and they offer very many services under the same package.
*I wish I had been given a catalogue of all the services under the same package. |
*They don’t have adequate after sales services like vans to ferry people to their destinations. | the company attendants behaved well and I wish I had enough token to give them. They were amazing.
I wish I would attendant another wedding in the same environment. It was awesome |
| Opportunities | *Easily accessible in the search engine
*Create several branches across the country Improve marketing even in newspapers and magazines. |
*Advance on the technology for processing orders. | *Improve on the number of methods of payment | *Improve methods of giving direction | *Clean water for hand wash coupled with enough sanitizers before entry into the main venue.
*Print catalogues and fliers for the visitors too to have a look at the services. |
*Offer more services after the main event.
Give visitors fliers containing their contact details. |
*Notify customers in case there are offers and other new events that are likely to be conducted. |
EMOTIONAL EXPERIENCE:
- Frustrations: the customer was nervous when the payment feedback took some time before being processed. ‘Oh my God, is it a scam!’
- Expectation of the service: the customer expected the services to be ordinary since the company did not charge much from the normal rate.
- Motivation: the customer got motivated when the service package was more than what he expected and promised to tell his friends about our good services for anyone who would like to have a wedding.
0 responses on "Customer Journey mapping including a section which provides"