Accountant
VIP Card
User description block
Good
ToysRus - Customer Journey Map
Stage 1
①: Don't know about toys②: No reliable strategy for buying toys③: Don't worry about the safety and quality of toys
Jasmine
Feedback
This toy is suitable for 3 year olds baby.
Designer：
Intention
Awareness
Comparative information
①: It is difficult to attract a budget-conscious mother without discounts②: Need a lot of introduction③: Mother will compare online prices
①: Most of them are introduced by the supervisor of the salesperson②: No reliable strategy for buying toys
Salesperson Introduction
Pain points
Goals ：Expectations ：Scenes ：
2020-05-25
Behavior Analysis Block
After-sales service
①: Doubts: I don’t know what to choose②: Confusion: how to solve the baby's boring time③: Expectation: the arrival of new products④: Anxiety: price and safety issues
Toys help little babies learn while playing.
Goal
①: Deepen the consumer's impression of the brand to facilitate the second purchase②: Apply for a membership card and conduct precise marketing
Stage 5
Fruition
①: Parents need to buy new toys for their children as soon as possible②: Bad news will not be spread
Opportunity
Feel
Referral
Stage 3
Name：
①: Advertise for apps used by mothers②: The brand actively provides more toy selection guides
Search Information&choose ToysRus/give up
Brand：
Stage 2
ToysRus
Date：
30
Action
①: The child soon loses interest in toys②: Parents do not actively recommend toys to others
Emotion
Buy a toy for a baby.
Age ：
Stage
TransactionPayment successful
Job ：
①: Inquire what kind of toys children like②: What kind of toys can help children develop intelligence while playing③: What brand of toy quality is better④: Are there any discounts on toys recently?
Opportunity decision block
Purchase
①: Sad: quickly lost interest②: Trouble: the item is idle③: Unhappy: The items began to deteriorate④: Anxiety: The baby needs new toys
①: Go to ToysRus store②: Ask about toys suitable for 3-year-old children③: Ask if the toy has the quality attributes of falling resistance and safety④: Can the toy help children increase their attention⑤: Is there a discount for this toy⑥: Compare prices of online shopping platforms
Stage 4
①: Access to preferential payments②: Member payment③: Successfully placed an order④: Obtain after-sales service
①: Better service can prompt mothers to place orders as soon as possible②: The member's handling can be used for precision marketing and secondary marketing to the customer later
Bad
Discount information
①: My child is usually bored and needs a toy;②: My baby can help the baby to concentrate;③: Toys can develop intelligence;④: The child blocks the characters in the cartoon from his friends⑤: On 6/1 children's day toys will be discounted⑥：The best toy store is TRS.
Sharing
Edward Dai
Express delivery
