RMIT

Classifi
Topic 7 activity: cation:
Truste
Customer journey mapping: Choose one of your high involvement purchases and reflect on your customer journey
d
Customer’s persona, scenario and goals

Problem recognition Information search Evaluation and Store choice and Post-purchase
selection purchase process and advocacy
Touchpoints

Customer actions,
thoughts and
emotions
User Experience – UX
(gain points and pain
points)
Company’s
opportunities, KPIs
and recommendation

Read about customer journey mapping HERE and HERE.

See samples below:

RMIT
Classifi
cation:
Truste
d
RMIT
Classifi
cation:
Truste
d