Mobile Shopping –Ecommerce Website

Team : APPAMembers:

Anurag SurekaPrasanth Narisetty

Priya MathurArshpreet Kaur

Priya Mathur Dr . Prashanth Anurag Sureka Arshpreet Kaur APPA

21 – Years

Gwalior

Student

No Budget

No environmental

45 – Years

Kolkata

Doctor

Budget concious

Environment Friendly

25 – Years

Hyderabad

Professional

Budget Concious

No environmental

18– Years

Amritsar

Teen Student

No Budget

No environmental

20– Years

Mumbai

Student

No Budget

Environmental

Create Initial Map

Evaluate Explore Brain storm

Persona, Brand Attributes, Key TrendsSocially Active, Gadget GeekBehaviour LineSurfs Amazon Website

Onstage ExperienceAmazon website Product description and availability

Attitute and EmotionsLong lasting, Latest Design and Branded

Back Stage SupportWebsite and Customer Support

Evaluate AttitudesBranded Phone, Battery Life, Prize, Budget

Priority FocusLatest Tech, Features

ImpactReduce return rate, increase references

Read OutCX satisfaction great prize

Clarify Need and DoubtsArrive safe and sound,Arrive earlyNo misplacementImmediate refund

Capabilities:AgentRecord detailsProduct infoRefund statusBilling systemConfirm orderDelivery detailsPayment confirmation

desired Transformation

Refer WebsiteRefer experience

Increase references

Initially Surfing

Find the product

Compares the product

Visits Showroom

Orders the product

Payment confirm

Order tracking

Order Received

Wrong product

Contact CX Care

Report complain

Listen and Understand the issue

Ask for resolution

Provide Resolution

Take necessary Decision

Confirm the action

Pack the order Confirm the return

Pick the order

Wait for refund

Provide receipt

Refund received

Refund initiated Confirms Refund

DA delivering product

Ordering Touchpoints

Virtual Return Touchpoints