Freshkin

Brief

The company addressed to differentiating not only in the spectacular quality of its products but also for the customer experience in their physical and digital stores. The company wanted an overview of the buyer process, in all the possible distribution spots, from the physical store to the cash desk.

Results

I developed the customer journey map, a design thinking tool, which provides a simulation. Through this tool, the output is related to the analysis and the description of all the phases of the buying process. This map, detects all the weaknesses, the benefits, the improved proposals, the possible actions and reactions of the consumer, from the phase of interest till the final transaction. From now on, the company with this map, can present all the dynamic solutions and possibilities, for targeted and variable customer service, not only in the physical stores but also in the digital stores.