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Assignment 2 – Interview: Journey Mapping – Path to Purchase
|Describe a purchase you made in the past 2 months that cost $25.00 or more:
(1) Item: Makeup Organizer
(2) Cost: $49.99
(3) Retailer: Dream Genius
(4) online or offline: Online
|Interview Questions||Satisfaction 1||Record responses in spaces below.|
|1||How well do you think you recognized your need for X?||4||I had to order this extra one because my old organizer was broken, and this is a new online store I found from amazon, I had never bought from this before.|
|2||What options did you consider for meeting your need for X?||4||I seriously need a new organizer to replace the old one, however, this is a totally different look, but the closed organizer I can find.|
|3||What online and offline sources/sites/stores did you search to find X?||4||Ordered from Amazon .com|
|4||What online and offline sources/sites/stores did you search to find X?||4||Ordered from Amazon.com|
|5||How easy or difficult was it to order X?||4||It wasn’t difficult to order the stuff, but the process of finding the right and best price us a struggle, I have to read the description know about the organizer’s size and compare the price.|
|6||How easy or difficult was it to pay for X?||4||Amazon is very easy to pay, now you can just do one-click pay so you don’t need to add in cart and press pay going with the long process.|
|7||How well did X meet your expectations in satisfying your need for X?||2||When I saw the actual thing I wasn’t impressed because it wasn’t looked like what in the image when I saw it, and the little drawer wasn’t working, but the size is perfect, so I decide to keep it.|
|8||Are you using X as you anticipated it would be used?||2||No, the look is different and also a broken part.|
|9||How often do you use X?||4||Everyday use|
|10||Have you had any problems with X that required service to fix?||4||I know amazon has really good return rules, but return back and get a new one is a long time to wait, so I decide not to report the problem just keep it.|
|PART 2: Strategy
Develop a brief (150 – 200 word) strategy that would improve consumer engagement and overall satisfaction (CSAT) for your example.
1 Ask the consumer to rate his/her satisfaction on the following scale: (1) Very unsatisfied, (2) Unsatisfied, (3) Neutral, (4) Satisfied, (5) Very satisfied.
When your WORKSHEET is completed, you may upload it on the assignment link.