Report on Experience map of Amazon

Submitted to: Dr. Vikas Gautam

Prepared by 
Group Number- 9
Section- A
Name Enrollment Number

Ayush Rai 21BSPHH01C1690

Hari Om Choumal 21BSPHH01C0439

Mohd Asra Khalid 21BSPHH01C0687

Mahira Kausar 21BSPHH01C0629

Yash Yellewer 21BSPHH01C1495

 
 
                                         ACKNOWLEDGEMENT
We would like to express my gratitude to all those who gave me the possibility to do
this wonderful project. We want to thank IBS Hyderabad for giving me permission to
commence this project in the first instance, to do the necessary research work and
use the available data. We are deeply indebted to my supervisor, Dr Vikas Gautam 
for their help stimulating suggestions and encouragement in all the time of Project.  
 
 
 
 
 
 
 
Phase 1: Discovery 

Description: Customer get to know about products by different paths like by getting
recommendation about products from friends and family or by watching different
types of  billboards on the streets, some of the products are also advertised through
daily newspaper & magazines.The customer will search about product according to
his /her need  and research about product from description provided by seller and
reviews given  by customer about that product and compare with the price he/ she is
willing to pay.
Process: After getting recommendation from friends and family or by watching
billboards or advertisements through newspaper and magazines. First the prospect
will reach to amazon site or app, then sign in to his account, then search for the item
required by him/ her, lastly check available options with best offer and prices.
Touch Points: Mobile phone, Amazon App, SMS
Emotions: 😍 Happy to see so many options

Thoughts: Deliver the item to my pin code. wishing to purchase quality Products. I
will receive one-day delivery, prime specials, and affordable prices on Amazon Prime

Phase 2: Ordering

Process: E-commerce order management is, in a nutshell, the process of following

an order from the moment it is placed through the full fulfilment process until the
moment the client receives their products. After doing extensive research, I chose
one bed linen that I liked. I glanced at the reviews and ratings, and everything
appeared to be in order. To continue, I put the item to the shopping cart. In addition
to adding the new delivery address, I chose the time period.

Touch Points: Mobile phone, Amazon App, Review Section, Cart and Delivery
address section.

Emotions: Limited options of substitutes available.

Thoughts: Discovered a quality item. Which colour should I pick? Is that cloth
cotton? Is it simple to clean and shouldn't colour fade? Is it logical? What do
consumer reviews entail?

Phase 3: Payments
Description: Payments are of 2 types, online payments and offline payment modes.
Online payments are payments that are initiated over the internet for goods or
services purchased either online or offline. Common methods to facilitate this
include:

 Credit/Debit card
 Net Banking
 Unified Payment Interface (UPI)
 Online wallets
 Gift cards
 Easy Monthly Installments (EMI).

Payments can be one-off (e.g. e-commerce transactions like purchasing clothing) or

recurring (e.g. subscriptions to services like Amazon prime).
And offline payments like cash or on-spot credit/debit card payment.

Process: Once you proceed towards checkout there are different modes of
payments which includes Credit/Debit card, Net Banking, Unified, Payment Interface
(UPI) and Amazon pay, Online wallets. You can choose the most suitable option and
make the payment.
Touch Points: Mobile Phone, Amazon App, Payment section, Google pay, and
SMS.
Emotions: Yahoo, Payment Done.
Thoughts: Will payment be successful? Did I choose the correct delivery address?
At what time delivery will happen?

Phase 4: Delivery
Description: Customer while placing order can choose between two options Home
Delivery or Pick up from nearby store

Home Delivery: Customers can choose to deliver their product at home location or
at office address also. There is an option while saving your address as home or
office. The home and office address gives time constraints for your order delivery,
The buyer will have the choice of Guaranteed Morning, Same-Day, or One/Two-Day
Delivery for some items offered on Amazon.in. On Prime Eligible products, the
Guaranteed Delivery choices are accessible in some cities.

Pickup: You can choose to have your item delivered to an Amazon Pickup Store
rather than having it delivered to your house or place of work. Then, you may pick it
up whenever it's convenient for you. If there isn't a physical location available for
delivery, you can choose an Amazon Pickup Location nearby to finish the
transaction.

Ways to ship

The Amazon marketplace offers two options for shipping merchandise to customers.
These are referred to as Fulfillment By Merchant (FBM) and Fulfillment By Amazon
(FBA) .
For FBA amazon will handle the picking and packing, FBA merchants don't have to
pay for it. However, FBM sellers will be responsible for paying their shipping
expenses directly to the supplier of their choice. Amazon's fulfillment staff will handle
the packaging, shipping, and processing of your orders, so FBA sellers don't have to.
Nevertheless, according to the size and weight of the item, they will have to pay an
FBA cost.

Process: Amazon app updates order status time to time to help customers to
navigate and know current status and position of their order.

It tries to tell every moment of your order like it is ready to pickup, Shipped, Current
location Etc. It sends notification to customers on the day of delivery 'Arriving Today'
with delivery person contact number and order details via sms, email, app
notifications.

Touch Points: Email, Sms, Amazon app.

Emotions: It depends if you receive order as you expected and within a respected
time frame you can be excited or happy otherwise dissatisfied.

Thoughts: 1 : Very Excited to receive order

2: There can be some pain points like if your delivery executive is new to the area
and can't locate your address then you may need to navigate him to reach your
address or like you need to go to society gate to receive your order.
Suggestion or opportunities: Amazon could provide live order tracking of orders
when it is out for delivery like it can show the live position of the delivery executive
who is delivering the order. 

Phase 5: Feedback
DESCRIPTION: Customers can leave feedback on Amazon's third-party sellers
based on a 1 to 5-star rating system. Five-star feedback is the highest you can
receive. A star rating will appear next to your name on your Amazon seller profile

You give feedback based on the product you received from the seller. You can get
negative feedback as well as positive feedback. Positive feedback denotes that the
product is good whereas negative feedback tells what improvement is required.

Product Reviews: Your eCommerce business needs product reviews since

consumers often make purchasing decisions based on online reviews. Amazon
works hard to ensure that the reviews on its website are real, not fake, which makes
shoppers confident in the website.
PROCESS: If you receive feedback that does not fall within Amazon’s guidelines or
isn’t related to the buying experience, FeedbackFive can facilitate the process of
having that feedback removed. Some sellers rely on FeedbackFive, a leading
feedback management tool from ecomengine, to enhance their feedback strategies.
FeedbackFive allows you to build customizable email campaigns that solicit
feedback for you. You can even set up text or email alerts to be sent to you
immediately if you receive negative feedback, allowing you to respond to your client
and work to resolve the issue right away. Your feedback dashboard gives you all of
the information you need in the same place, including the Amazon order number,
order date, comments added, and more.

 TOUCH POINTS: Review section, write a review, feedback column, complaint

section.

THOUGHTS: whether the product is good or bad quality is up to the mark or not.

Whether the product is the same as shown or mentioned in the description.

SUGGESTION
There should be a limit to all sellers getting negative reviews. once the limit exceeds,
amazon will terminate or close his/her account from amazon permanently.this will
help in increasing the customer trust in amazon and all the genuine sellers.

 A live tracking option should be available. ( if it is not present regarding the

privacy issue then 2 hours prior live tracking option can be built). So that
customers can get more approx delivery time information With the help of this
process, the customer will be able to sort his timetable without worrying about
the time of delivery.
 At the time of ordering a special delivery, instruction should be incumbent
while placing the order and the same instruction should be made in
knowledge to the delivery guy at the time of delivery.