Let's Talk ↗BRAND STRATEGY / 05
Where exactly does the user journey break between awareness, purchase, and repurchase?
THE OPPORTUNITY
We map customer actions and feelings across awareness, consideration, purchase, use, and subsequent engagement. Each touchpoint has a defined role, content, and connection to the next. Identifying gaps in the experience and duplicated information produces a practical plan that teams can implement in stages.
Suitable for companies operating multiple channels but with inconsistent user experience. Requires provision of channel data and user feedback. The team needs to be open to discussing existing processes and division of labor. Especially suitable for simultaneous online and offline operations, with personnel available to verify actual user paths and handoff points.
HOW WE WORK
We collect user behavior data and feedback from various channels to map the complete path from awareness to repurchase. We mark user actions, feelings, and channels at each stage to form a journey map. We supplement key cross-channel handoffs and check whether users need to repeat the same needs.
We examine the tasks, content, and connections of each touchpoint to identify information duplication and experience interruptions. We clarify the roles and division of labor of each channel and form a channel content plan. We map issues to specific pages, content, or service actions to help the team identify what needs to change.
We prioritize based on issue severity and business impact. We develop a phased implementation plan, clarifying goals, owners, and metrics for each phase. For tasks requiring multi-team collaboration, we explain handoffs to align execution sequence with actual collaboration.
WHAT YOU TAKE FORWARD
Define the deliverables and how they will be used around your project objectives.