Task: Use Miro or pen and paper to visualize the customer journey for a grocery delivery app.

Name the Map

Set up the map to include all of the key elements $($phases$,$ touchpoints, pain points, opportunities

Use elements such as iconography, emojis, and photos to show the users emotions and thoughts.

Stage $1$: Awareness

Touchpoints: Social media ads, word of mouth, Google search

Emotions: Curious, interested

Pain Points: Overwhelmed by grocery options, unsure of delivery speed

Opportunities: Targeted ad campaigns, influencer partnerships

Stage $2$: Consideration

Touchpoints: App Store, website, online reviews

Emotions: Optimistic, cautious

Pain Points: Difficulty in comparing features, unclear value proposition

Opportunities: Clear feature list, customer testimonials

Stage $3$: Download and Onboarding

Touchpoints: App Store, welcome email, in$-$app tutorial

Emotions: Excited, slightly anxious

Pain Points: Long sign$-$up process, too much information at once

Opportunities: Streamlined sign$-$up$,$ step$-$by$-$step tutorial

Stage $4$: Browsing Products

Touchpoints: In$-$app search, filters, recommendations

Emotions: Eager, overwhelmed

Pain Points: Too many options, unclear pricing

Opportunities: Personalized recommendations, transparent pricing

Stage $5$: Adding to Cart

Touchpoints: Product pages, cart page

Emotions: Satisfied, calculating costs

Pain Points: Unclear product details, hidden fees

Opportunities: Detailed product descriptions, no hidden fees

Stage $6$: Checkout

Touchpoints: Payment gateway, in$-$app chat support

Emotions: Relieved, anxious about payment

Pain Points: Payment failures, unclear delivery times

Opportunities: Multiple payment options, estimated delivery time

Stage $7$: Waiting for Delivery

Touchpoints: Order tracking, push notifications

Emotions: Anticipatory, impatient

Pain Points: Lack of real$-$time tracking, vague delivery times

Opportunities: Real$-$time tracking, delivery time updates

Stage $8$: Receiving Delivery

Touchpoints: Delivery person, in$-$app confirmation

Emotions: Relieved, happy

Pain Points: Missing items, late delivery

Opportunities: Thorough order checking, timely delivery

Stage $9$: Post$-$Delivery

Touchpoints: Feedback form, social media sharing

Emotions: Satisfied, reflective

Pain Points: Long feedback forms, no incentives for feedback

Opportunities: Quick feedback options, loyalty points for feedback

Due: Friday by $11$:$59$ p$.$m$.$

Deliverable: Link to Miro board $($Share link that is publicly viewable.$)$ or photo of sketched out journey if using pen and paper.