Final Presetation
Campaign Plan/Customer Journey Map for Sushi Maki
Catherine Beeche Albany Arrange Jonathan Ramos Esther Alabi Madison Bushka
Persona Name: Jerry West Persona description: Jerry West. 23-Year-Old male from Miami, FL. College Student at FIU. Undergraduate in Marketing. Annual income from his part-time job: $18,000. Lives with his family. White/Hispanic. Loves the beach and the city. Very high-tech. Always on Social media, loves working out, and wants to find a healthy place to eat. Customer Journey Map for: Sushi Maki User Goals Find the
diaper most suitable for her baby.
Jacky wants to understand Bambo Nature’s special qualities.
Her choices become reduced leaning toward Bambo Nature.
Receive enough information to fully trust on her final choice.
Jacky sees ads for several competitors as well as Bambo Nature.
Smooth transaction, order effortlessly.
Jacky wishes to reorder and repeat her good experience with Bambo Nature.
User Expectations
Find a long lasting and
Bambo Nature has all
Able to find and select
Quick response and thorough
Targeted competitor
Quick access to website
Hopes to share her
comfortable diaper for her child to wear.
the qualities Jacky desires and more. Latex free leg cuffs and breathable backsheet.
her desired product easily through the Bambo Nature website.
answers to her questions from her direct contact with Bambo Nature.
ads pop up less with the more research Jacky does on Bambo Nature.
cart page, no need to refill information more than once. Get help if problem suddenly appears.
experience with other moms and provide her personal feedback.
Time Typically 1 week. Jacky realizes during her third trimester that she needs to choose a diaper brand.
Typically 2-3 weeks.
Typically 1 week By the last month of her pregnancy, Jacky has decided on Bambo Nature.
Questions are usually answered instantly through Bambo Nature’s detailed FAQ.
Jacky continues to see online ads of Bambo Nature almost every time she opens her browser.
Typically 1 day.
Depending on the arrival of the product. Several weeks after Jacky’s due date.
Process Hears from friends, sees an online ad while browsing through websites for baby products.
Talks with friends about diaper brands and ask questions, will compare or evaluate alternatives. Arrives at website and looks for help section.
Is given a few diapers to sample from her friend. Browses through website to select preferred type and amount of diapers.
Jacky reaches out to customer service.
FAQ and customer reviews help ease any uncertainty Jacky might still have
Jacky chooses her payment method to complete the online order.
Her baby shows no sign of discomfort. Jacky will order again/ continue her subscription with Bambo Nature.
Touchpoints Primarily word-of-mo uth, online advertiseme nt, social media.
Finds website, reads through customer reviews and testimonies, checks social media frequently.
Website, subscription/ rewards email confirmation and password/acc ount setup.
Social media, telephone and email contact.
Jacky receives emails from Bambo Nature’s Loyalty program
Cart page and checkout. Order confirmation and receipt email.
Will share her experienc e through social media, website review and blog post.
Experience Neutral Jacky is curious and interested.
Neutral Jacky is, apprehensive about choosing the right product.
Excited Jacky is feeling confident with her choice.
Satisfied Questions are always answered at her convenience.
Happy Initial new customer survey reveals Jacky is happy with her purchasin g experienc e.
Satisfied Jacky is looking forward to Bambo Nature’s products.
Satisfied Jacky is very content with the quality of Bambo Nature’s diapers.
Pain Points In terms of supply chain issues, this might be our biggest pain point.
Trying to find ways to get fresh fish delivered to our locations every day is tough.
We also need to be sure we are getting the fish from reliable sources as well.
High labor costs need to be paid attention too especially in the inflation our economy is going through now.
Inventory spoilage is a very tough pain point that we will need to pay attention too.
Out of stock ingredients are a concern because there are many things that are at a shortage recently.
Pricing is also a pain point because everythin g is so expensive at the moment we don't know what to input for pricing.
Problems Keeping up with current technology is one of our problems.
For example, reservation apps and online ordering need to be up to date and easy to navigate or no one will bother ordering off the site.
There are definitely problems with competition. There are millions of places trying to create Sushi places with their own unique ideas and Sushi Maki needs to be
Our online presence needs to be stronger especially in today's world.
Social media can be used in great ways to spread informati on and give Sushi Maki more publicati on.
With our new online ordering system, our employees may not be as used to having great customer service as they used to be and we should pay
We need to have a unique selling point which there are many sushi places in the world so that is going to be tough.
aware and more innovative with the business ideas.
attention to that.
Ideas Having a menu that is different from other sushi restaurants.
It is hard sometimes to be unique with sushi because everyone likes certain types of roles, however it's not hard to mix and match different things to put on the menu.
Pay attention to environmenta l sustainability.
This means use eco-friendl y packaging and dont use as much waste.
If there are people looking for lighter options, we can provide them with veggie rolls or somethin g of that sort.
Engagem ent with the communi ty is important because we can collaborat e with other businesse s and sponsor events to get our name out there.
Healthy options are a must. If there are customers with dietary restrictions, we should cater to their needs.