Customer Journey Mapping.
Extension knowledge about a customer journey and its various touch points are indispensable in launching new categories of products. Customer journey mapping is a great technique to help modern businesses nowadays on making better product (end-to-end experience), marketing, UX, and merchandising decisions. We conducted an ethnographic research and uncover key experience touch points and mapped them into a customer journey.
Follow and understand.
We followed through a customer for a three-week-long MR hunt-purchase-usage journey and carefully documented their different touch-points including product awareness, how the formulate a purchase motivation, where do they acquire more information, what key features they used to compare different products, how do they derive a decision, channels to purchase, and even a mystery shopping trip to capture their product purchase experience…
Strategize and Ideate.
By understanding and mapping the key touch points of the customer journey, we strategized 6 winning strategies as key product directions and opportunities for our offering. Some examples include our initiative to win the ZMOT, purchase made easy, set-up in ‘minutes’, and producing a content rich VR headset, etc.
