Customer Journey Map

Team Whole Foods

Made by-
Ananya Gupta
Mohit Yadav
Rashi Bansal
Sagar Yadav
 Customer Journey Map

Evaluating
Purchase Post
Needs Search Alternative
Decision Purchase
s

A customer journey map is a diagram (or several diagrams) that depict the stages
customers go through when interacting with a company, from buying products online to
accessing customer service on the phone to airing grievances on social media.
NEEDS

• Participation in International Food Festival as team Texas.

• Theme was BBQ with a mix of tex-mex.
• Requirements - fruits, sausages, chicken legs, ribs, flat iron steak,
flank steak, beer.
Search

• Online Groceries Store

• Convenience Store
• Amazon
• Whole Foods Online/ Store
Evaluating alternatives

• Delivery charges $10

Online
• No Cash on Delivery Available (COD)
• Website difficult to operate
• Proper slots for delivery available
• US website not working properly

Store
• Direct interaction
• Need to visit the store physically
• Time consuming
Purchase Decision

• Purchased via online whole foods website.

• Delivery can be made at a pre-defined slot.
• Payment via card.
• Very easy to order/ purchase.
Post Purchase

• Delivery was late by 45 mins as per the slot selected

• Products were of good quality and fresh
• Extra packaging for beers to avoid spillage/ breakage
• Chicken ordered but not delivered
• Refund received for the chicken after 2 days
 NEEDS SEARCH EVALUATING PURCHASE POST PURCHASE
ALTERNATIVES DECISION
ACTIVITIES Participation Online Online Purchased via Delivery was late by
in Groceries Delivery charges $10 online whole 45 mins.
International Store No COD foods website. Products were of
Food Festival Convenienc Proper slots for delivery Delivery can be good quality and
as team e Store available made at a pre- fresh
Texas. Amazon Store defined slot. Extra packaging for
Theme was Whole Direct interaction Payment via beers.
BBQ with a Foods Visit the store physically card. Chicken ordered but
mix of tex- Online/ Time consuming Very easy to not delivered
mex. Store order/ Refund received for
purchase. the chicken after 2
days

FEELINGS Excited Confused Irritated, Frustrated Waiting for Partly satisfied

delivery

TOUCHPOINTS Traditional Website, Website, Store visit Website, Review on website,

media, Social Store visit Customer complaint centre
media, service
friends