Shopping Journey 

- A journey map that synthesize customer's shopping trip

April, 2014

I created an journey map to capture and present key insights from the complex shopping interactions that occur across a shopping trip.

Nowadays, customers selecting products based on the quality of their experiences with the stores. These experiences often become intricate and hard to trace out when they span multiple shopping channels.

 

Therefore, we need a map to guide us towards a holistic yet
human-centered view of the experiences that the customer
come across.

In the rough draft, I mapped out the key touch points that characterize the interaction with the retail shopping services. This data comes from several shopping trips I observed in different kinds of stores.

Rough Draft

I used icons and visual elements to visualize the interaction of customers with technology, salespeople, the products, from research to after-purchase phase.

Final Design