Disccusion

WORKSHEET

Assignment 2 – Interview: Journey Mapping – Path to Purchase

Describe a purchase you made in the past 2 months that cost $25.00 or more:

(1) Item: Makeup Organizer

(2) Cost: $49.99

(3) Retailer: Dream Genius

(4) online or offline: Online

Interview Questions

Satisfaction 1

Record responses in spaces below.

1

How well do you think you recognized your need for X?

4

I had to order this extra one because my old organizer was broken, and this is a new online store I found from amazon, I had never bought from this before.

2

What options did you consider for meeting your need for X?

4

I seriously need a new organizer to replace the old one, however this is a totally different look, but the closed organizer I can found.

3

What online and offline sources/sites/stores did you search to find X?

4

Ordered from Amazon .com

4

What online and offline sources/sites/stores did you search to find X?

4

Ordered from Amazon.com

5

How easy or difficult was it to order X?

4

It wasn’t difficult to order the stuff, but the process of finding the right and best price us a struggle, I have to read the description know about the organizer’s size and compare the price.

6

How easy or difficult was it to pay for X?

4

Amazon is very easy to pay, now you can just do one-click pay so you don’t need to add in cart and press pay going with the long process.

7

How well did X meet your expectations in satisfying your need for X?

2

When I saw the actual thing I wasn’t impressed, because it wasn’t looked like what in the image when I saw it, and the little drawer wasn’t working, but the size is perfect, so I decide to keep it.

8

Are you using X as you anticipated it would be used?

2

No, the look is different and also a broken part.

9

How often do you use X?

4

Everyday use

10

Have you had any problems with X that required a service to fix?

4

I know amazon has really good return rules, but return back and get a new one is a long time to wait, so I decide not report the problem just keep it.

CSAT Score

PART 2: Strategy

Develop a brief (150 – 200 word) strategy that would improve consumer engagement and overall satisfaction (CSAT) for your example.