Customer Journey
Map
Decision to look for gardening tools
Name: Simon
Gather information about opportunities
Detailed research on most relevant
Comparison
Segment: Gardening
Decision
Account creation
Use
Evaluation
(Loyalty)
Backstage (things)
Attitudes
Searching on the web
Identify companies
Commitment
​
Behaviors
Discover a
need
Download
​
Cautious
Satisfied​
​
Break it down
&
Compare
Touchpoints (people)
Provide data
​
Enthusiastic
Offline retailers
​
Chat Q&A
on website
Customer
Service
Touchpoints (things)
​
Newsletter
Companies
Website
Social Media
Appstore
Webstie
Backstage (people)
Presence in
gardening related stores
Ensuring well functioning chatbot
Informed
experts
(IT support)
SEO
Creation of
newsletter
Activity on
media,
high listing
Availability,
UX marketing
Inspired
​