IBA

Customer journey mapping

Google search Compare to others
Discuss with agency
Fair
Search for info:
Listening to friends • Rewues
• Requarements

IBA stand at fair

IBA web page
IBA web page
Agent

Documents
Transfer
Troubuesome

Simple transfer
system
Resive
 Buying roles
What is • Initiator
important ? • Influencer
• Decider
What do they buy?
• Buyer
• user
When do they
buy? Choice criteria:
• Technical • Social
How do they Buy?
 Performance  Image/brand
What are their choice  Consumption  Peer pressure
criteria?  Size  trends
 Construction

• Economical • Personal
 Price  Self image
 Cost of overship  Ethics
 Running cost  Risk reduction
 Residual value  Looks/design
B to C B to B
 Physical
Low High risk(strong/healthy)

involvement involvement Perceived Functional risk(alternative

solutions)

risk Social risk(self confidence)

Economical rick(money)
Social factors Level of Psychological risk(self confident )
Self
Hedonism
involvement image

alternatives
between
Differentation
Time
pressure Extent of
problem
solving

Number of
alternatives
 Level of involvement

Self image
 Family life cycle
Base for segmenting and building target
group(s)

Couple(wit Couple(wit Couple(wit Couple Single

single hout h young h old (children (spulse
children) children) children) moved out) died)

 Behavior differs
 Needs
 Expenses
 Wealth
 Preferences
 a.s.o.