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    HCI Assignment 4 331059

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    A53Tejas Sanap
    Ishani needs a wireless keyboard and mouse for her work. She browses an ecommerce website, compares models, and selects a product. During checkout, her credit card is not accepted and she chooses a shipping option instead. After receiving the order, she decides to keep the keyboard but gives it a low online review due to issues with the checkout experience.

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    HCI Assignment 4 331059

    Uploaded by

    A53Tejas Sanap
    51 views1 page
    Ishani needs a wireless keyboard and mouse for her work. She browses an ecommerce website, compares models, and selects a product. During checkout, her credit card is not accepted and she chooses a shipping option instead. After receiving the order, she decides to keep the keyboard but gives it a low online review due to issues with the checkout experience.

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    Ishani needs a wireless keyboard and mouse for her work. She browses an ecommerce website, compares models, and selects a product. During checkout, her credit card is not accepted and she chooses a shipping option instead. After receiving the order, she decides to keep the keyboard but gives it a low online review due to issues with the checkout experience.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    51 views1 page

    HCI Assignment 4 331059

    Uploaded by

    A53Tejas Sanap
    Ishani needs a wireless keyboard and mouse for her work. She browses an ecommerce website, compares models, and selects a product. During checkout, her credit card is not accepted and she chooses a shipping option instead. After receiving the order, she decides to keep the keyboard but gives it a low online review due to issues with the checkout experience.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 1

    Copy of 5-stage customer journey map example

    Ishani Tambat

    Persona Scenario
    Ishani spends her entire day on her computer, therefore she needs a wireless
    Ishani Tambat, 20 keyboard and mouse so that her setup is organised and precise and she can
    concentrate on her job without worrying about the cords tangling up.

    Awareness Consideration Purchase Onboarding Advocacy

    Browses Uses debit card; Recommends


    Asks friends e-commerce Selects product credit card not Tries keyboard keyboard to
    User actions

    website accepted friends

    Gives low rating


    Searches "best Inputs payment
    Compares several Chooses shipping Decides to keep online based on
    keyboard" online information to
    different models option them checkout
    and clicks on ad check out
    experience

    Landing page Search bar Payment page Customer review


    Banner ad Cart confirmation
    page
    Touchpoints

    Error message
    E-commerce Category page Login/sign-up
    site page
    Shipping page
    Navigation Product pages Checkout page
    links Order
    confirmation
    Emotions
    Pain points

    Too many steps to get


    to desired product; Checkout page doesn't No follow-up about
    confusing or boring support all credit cards product satisfaction
    web layout
    Possible solutions

    Build more effective


    Clarify checkout page Send out a CTA to
    landing page based
    to show accepted review product, and
    on banner ad for
    payment options, or send customer
    specific product
    work to support more experience survey to
    searches; build clearer
    payment methods better understand
    navigation links and
    user pain points
    category pages

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