客户旅程地图

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.

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Edward Dai

Express delivery