Copy of 5-stage customer journey map example

Ishani Tambat

Persona Scenario
Ishani spends her entire day on her computer, therefore she needs a wireless
Ishani Tambat, 20 keyboard and mouse so that her setup is organised and precise and she can
concentrate on her job without worrying about the cords tangling up.

Awareness Consideration Purchase Onboarding Advocacy

Browses Uses debit card; Recommends

Asks friends e-commerce Selects product credit card not Tries keyboard keyboard to
User actions

website accepted friends

Gives low rating

Searches "best Inputs payment
Compares several Chooses shipping Decides to keep online based on
keyboard" online information to
different models option them checkout
and clicks on ad check out
experience

Landing page Search bar Payment page Customer review

Banner ad Cart confirmation
page
Touchpoints

Error message
E-commerce Category page Login/sign-up
site page
Shipping page
Navigation Product pages Checkout page
links Order
confirmation
Emotions
Pain points

Too many steps to get

to desired product; Checkout page doesn't No follow-up about
confusing or boring support all credit cards product satisfaction
web layout
Possible solutions

Build more effective

Clarify checkout page Send out a CTA to
landing page based
to show accepted review product, and
on banner ad for
payment options, or send customer
specific product
work to support more experience survey to
searches; build clearer
payment methods better understand
navigation links and
user pain points
category pages