Retail
The Case & Buyer Journey
In order to maximize customer satisfaction and sales, this convenience store wanted to know how customers would assess their overall shopping experience in the store.
Data Collection & Insights
Mystery shoppers were asked to buy their daily groceries and to indicate the level of convenience, from parking, finding a specific product to the check-out.
Mapping the Journey with Milkymap
Milkymap was used to create the different touchpoints, addressing possible struggles, emotions and customer level of satisfaction, using different icons, graphs and parameters.
Presentation & Output
In only a few clicks, the separate touchpoints were converted into an impressive presentation, allowing the identification of improvement points along the journey.
Optimization of the Journey
The perfect customer journey was designed, which then was used as a clear guideline to change thestore lay-out, offer a better service and to improve the shopping experience.
Evaluation and Review
Thanks to Milkymap the manager of the convenience store was able to look at the store from the customers perspective, enabling to increase the level of satisfaction and improve sales.
