User journey-Buying a new bed-linen from Amazon
What is a User Journey?
User Journeys is the path that a visitor takes through to complete a specific task within a system, application, or website. This technique shows the current user flow and reveals the area of improvement for the workflow. When this flow is documented, this is often referred to as a user journey Map.
A User Journey Map is a visual representation of a customer’s experience with your application or website. These visuals tell a story of customer interaction and experience on a system. The ‘user journey map’ and ‘customer journey map’ can be used interchangeably. Journey maps come in all sizes and shapes. It consists of elements i.e Persona, Expectations, Journey phase, Actions, Mindsets, Emotions, and Opportunities.
Let me start my user journey map with some interesting story.
The Complete user journey flow.
The steps I followed in buying bed linen were 5 & are described below,
Objective: As I shifted to a new home in the new city, so I need to buy king-size bed linen for the bed as home decor.
Phase 1: Discovery
Actions: As I shifted to a new city with my family, I have rented a fully furnished home. The furniture is all set here just I need some things for my home decor. There is a king-size bed for that I want to buy bed linen. As I am already an Amazon Prime member, I searched for some king-size bed linen on Amazon for faster delivery. I checked for a one-day delivery option and good prime offers and free delivery too.
Touch Points: Mobile phone, Amazon App, Whatsapp
Emotions: 😍 Happy to see so many options
Thoughts: The product should be delivered to my pin code.Want to order good bed linen. On Amazon prime, I will get one-day delivery and will get prime offers and reasonable too.
Phase 2 : Ordering
Actions: I selected one-bed linen which I liked after searching so many options. I checked the reviews and ratings, everything looked fine to me. I added the product to the cart to proceed further. I selected the time slot and added the new delivery address.
Touch Points: Mobile phone, Amazon App, Review Section, Cart and Delivery address section.
Emotions: 😐Limited colour option available
Thoughts: Found a good product. Which colour to choose? Is it cotton fabric? Is it easy to wash and should not fade the colour? Is it reasonable? What are customer reviews?
Phase 3: Payment
Action: I proceeded towards checkout, I checked the payment options, there was a Card option, Net banking, Amazon Pay, and UPI. I opted for the UPI option the payment gateway has opened and I selected google pay as my payment mode. I entered my pin and completed the payment. And yes the order was placed.
Touch Points: Mobile Phone, Amazon App, Payment section, Google pay, and SMS.
Emotions: 👍 Yes, Payment Done.
Thoughts: Will payment be successful? Did I choose the correct delivery address? At what time delivery will happen?
Phase 4: Delivery
Action: I was waiting for my parcel to come as I have received notification on the app that my parcel is out for delivery. I got the notification on the amazon app and my gate app that my parcel has been delivered to the security guard as in my society the doorstep delivery is not allowed due to covid-19. I went to pick up my parcel at the main gate of society as the delivery boy handed over the parcel to a security guard. I got the parcel from the security guard.
Touch Points: Mobile Phone, SMS, Amazon App, My Gate App, Elevator, and security guard.
Emotions: 👎Not a doorstep delivery
😍Excited to see the parcel.
Thoughts: Painpoint-Need to go near society gate to collect the parcel. 🚶♀️ Very Excited to see the parcel.
Phase 5: Feedback/Reviews
Action: As I have received my parcel, I unpacked it and check everything is proper or not. Everything was found great. I placed the bed linen on the bed and it was looking aesthetic.
Touch Points: Parcel, Bed and Bed linen, Pillow and Pillow cover & Phone for photography.
Emotion: 🤩Looking awesome
Thoughts: The linen is looking good and the room is looking nice and complete.
Feedback: I found the bed linen quality good, satisfied with the product and delivery was as expected. This was my overall Experience. I hope you also enjoy reading.
