Create a

Customer Persona
and Journey
Worksheets
Omni-channel pizza
Business Description
●The Business will offer pizzas to the customers with in the city.
●The Pizza Business will follow the B2C model.
●The Pizza business will be selling pizzas in omni-channel model (i.e.
brick and mortar and online).
●The contextual information required is what is the product? How of
business required? Who are the customers?
 
SMART Goal
●The Pizza business should increase its retail (brick and mortar)
footfalls should by 25% by next six months and the online footfalls
should increase by 15% by next three months.

KPIs 
●[1] The number of retail (brick and mortar) footfalls (hard copy bills
at the counter) should increase to 200 per day.
●[2] The number of online footfalls (number of online transactions –
money credit) should increase to 115 per day.
●[3] Brand Awareness should be increased not less than 25% in the
city with the current social media campaign.
Target Audience
Craft a target audience for your selected business

Target Audience Name: PAWAN TEJ

Needs

Pawan Tej wants to eat pizza every time during non-lunch or non-dinner hours. Pawan Tej wants to eat
pizza as snack item. Whenever it is time for refreshment, wants a short-break from work or feeling
monotonous just wants to make an order online or through telephone wants to have pizza not less then
30 mins time. In some evenings wants to go to outing to any restaurant for pizza with a quality
service.
Demographics

Age: 8 to 18 and 18-45

Gender: male or female

Household Income: minimum $1000 per month

Education/Occupation: any graduation

Place image here
Location: With in the city.

Interest Behaviors

Fast-food lovers. Online food ordering

Interested in socializing Tele-ordering

Foodies. Going to restaurant for spending quality time

Hunger.

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Map Your Customer’s Journey
Answer the questions below for each phase of the customer journey using the target audience
you developed for your selected business

Phase
Awareness When is my target most receptive?
The target audience is receptive during pre-lunch hours and pre-dinner
hours every day. Also reachable through social media using location
based promotion like “pizza outlets near me”. Or through online food
delivery apps.

Interest How can I relate my product to my target’s needs?

The fast-food lovers can have pizza with different flavors from omni-
channel pizza to break out work monotony, hunger or spending quality
time in restaurant.

Desire How can I show my target my product really fits in their life?

The Local city workforce/citizens who are interested in fast-food and

wants to have food in no time, this omni-channel pizza can deliver the
value.

Conversion How can I get my target to take action?

Repeated video ads on traditional local channel or location based social

media marketing and search engine marketing and search engine
optimization.

Advocacy How can I make my target into an advocate?

Request the customers to share their images on their social media pages
with #tag i.e. #omni-channelpizza while eating pizza at the restaurant
and while receiving the pizza from delivery boy.

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Visuals by Designer, Zihan Yang © 2020 Aptly. All rights reserved.