Mapping a user journey: Buying groceries online
What are user journey and user journey map?
A user journey is the path or steps the user takes to accomplish a goal or a number of goals.
A user journey map is basically a diagram that illustrates the user’s journey in accomplishing the desired goal along with the user’s experiences, emotions and steps involved in accomplishing the goal.
My journey: Buying groceries online
I’m from Bengaluru, the weather here is unpredictable. It might be chilly in the morning, sunny in the afternoon and raining in the evening. I was told by mother to get groceries from a local super market. When I finally made my mind to go to the super market, it started raining heavily. The rain didn’t seem to take rest and I didn’t wanted to get drenched in rain. My mother suggested me to order groceries online and that’s how my journey of buying groceries online began.
Here’s my journey map of buying groceries online. I have shared my experiences, emotions, suggestions and steps that I have taken to accomplish my goal of buying groceries online.
View the complete user journey here
My journey of buying groceries online consists of 6 steps, the are:
This is the first step of my journey. I installed Dunzo app and compared Swiggy and Dunzo for product prices, discounts and coupons.
I was convinced with Swiggy as it not only offered discounts on groceries but also offered a free delivery coupon in comparision to Dunzo where the prices were comparitively high and charged for delivery.
I chose Swiggy app for buying groceries online.
In this step, I searched for the grocery items that I wanted to buy to make sure they were available. Searching for groceries was easy and quick which would have been diffcult if I had to shop at a local supermarket.
In this step, I added the required groceries to cart. This process was quick and easy. However, my experience was average as few of the groceries were limited to just 3 quantities per customer.
In this step, I checked the cart to make sure I had added all the groceries that I wanted. I checked the final bill amount and applied a free delivery coupon which reduced ₹25 from my bill.
In this step, I had the option to choose from a wide range of payment methods for placing my order. I wanted to pay through Lazypay app. I checked my available balance on Lazypay app and made the payment using Lazypay. The payment was seamless and the order was placed.
The final step in my journey was delivery. I tracked my order through the order tracking screen, spoke to the delivery partner when he was near my loaction and finally received my order. I was satisfied as I got the groceries without the hassle of getting drenched in rain.
Summary:
My experience through this journey was satisfactory and I was able to accomplish my goal of buying groceries online. I was successful in getting the groceries without the hassle of going to the local supermarket and getting drenched in rain. My experiences, emotions and suggestions have been mapped in the user journey map.
I hope this article was useful and helped you understand user journeys and user journey maps.
Thanks for reading.
