Amazon

Product Teardown

"Transforming Communication and Interaction:

The Impact You Need to Know"

Dipesh Jain
Business Overview
Overview "Amazon: The Tech Giant Founded by Jeff Bezos in 1994, Offering Everything from Books to Groceries
to Cloud Computing Services"
"Striving to be the Most Customer-Centric Company on Earth: Enabling Customers to Discover
Mission Anything They Desire Online at the Lowest Possible Prices."

History "Amazon, founded as an online bookstore in 1994, expanded into diverse sectors, including cloud
computing with AWS in 2002 and supermarket chain ownership with Whole Foods in 2015."

Competitors Motto Key Stats

eBa Data-drive Revenue (2022): $477.5 Billio

Flipkar Scal Net income (2022): $477.5 Billio
Targe Customer-obsessio Employees (2022): 1.6 Million
Wallmart
Innovation

etc.
User Personas
T he Young Urbanite T he Lower Midlle-Class Mother
Persona: Tech-savvy young professionals living in major Residing in tier-2 or tier-3 Indian cities, they
Indian cities, stay current with trends, and seek budget-friendly products and services
prioritize value-conscious shopping for the best tailored to their requirements, making them
deals. potential loyal customers.
Age: 20s-30s 4 0s-45s
Occupation: Professional House-wife
Location: Bengaluru Uttar Pradesh

Income: Rs 30,000 - Rs 60,000 Rs 5000 - Rs 10,000

Goals: Stay up-to-date on the latest trends, save money Find quality products and save money

Getting counterfeit products High pric

Challenges: Start-up-tp-date the latest trends Limited selection of products
 Order Delivery Giving Rating Writing Review Review Submitted

User
Goal: Receive the product Rate the product Give feedback Submit the review

Journey

The customer receives Customer makes a Customer provides

Map the product via post determination about comprehensive Customer awaits the

Touchpoint: and proceeds to their satisfaction with feedback through a review to be approved.

unpack and examine it.

the product.
written review.

Emotion:

Through the development of a

meticulously planned user

journey map for Amazon's ratings

and reviews platform, Amazon Customer finds product

Customer gives a low Customer motivation to
can enhance the ease and appeal Pain points: unsatisfactory.

rating leave a review.

of leaving feedback, ultimately

increasing user engagement.

This strategic approach enables

Amazon to gain profound insights

Offer incentives to
into its customer demographics,
encourage customers
facilitating continuous
to share their reviews,
improvement of its products 
 Opprtunity:
such as discounts or
and ser vices.
gift cards.

 User Journey

Order Status Rating Collection Rating Collection

Review Collection Review Collection

 Time since last review



Key Metrics The recency metric assesses how recently a product received reviews. 

For newer products, recent reviews can provide a more accurate gauge of quality.



Average word count



Negative Reviews


The review length metric gauges the extent of reviews. Longer reviews suggest
thoughtful and informative feedback.




The negative review rate is a metric that gauges the proportion of unfavourable
feedback. A high negative review rate serves as a product quality warning.

Star rating



The most commonly used metric for assessing product quality is the average rating, Helpful Votes

derived from all reviewers' scores.

Helpfulness metrics gauge the perceived value of a review by fellow users. 

More helpful votes often signal accuracy and informativeness.

Number of reviews



Product popularity and usage are reflected in this metric, with a greater number of
reviews often signalling higher product quality.
 Thank You!
Dipesh Jain

Use my referral link present in the description to signup for the cohort