Online Shopping Customer Journey Map

Stages of Browses the Site Receives

Motivation Searches for Websites Evaluates Products Pay
Journey Products

Wants to buy a Searches products Checks online again Checks out ongoing Opens a product Opens more product
Clicks the 1st ads. Processes to pay a Contacts online
Christmas gift for a keywords on search and go to the 1st. deals and hot sale page to check pages to compare Product delivered.
Activities engines
result. preferred product. service for help.
friend original result products product details. info.

80
%
Feelings

Very Happy

Overall Satisfied

Unhappy

Happy with the

Happy to see many informative Satisfied with bank The friend
Experiences Excited to give a options Annoyed at the Pleased with usages
surprise to the friend. shopping website. Surprise to see lots of Frustrated about & designs. Frustrated to find card payment. successfully received
Confusing about useless info. Not sure about how discounts reviews from other only the Paypal Feels unhappy to the gift before
how to choose. Sad to see out of
to find the best customers. stock products. payment option. wait for a bit of Christmas.
price. long time.

Customer Easily to obtain More user-friendly Allow to hide Clear and innovative More discounts during Higher quality Faster supply chain More payment choices. Free delivery fee in
discount news. holidays. products. system. Faster website speed. the future.
Expectations search engine. unnecessary ads. website design.