Describe a purchase you made in the past 2 months that cost $25.00 or more
| WORKSHEET
Assignment 2 – Interview: Journey Mapping – Path to Purchase |
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| Describe a purchase you made in the past 2 months that cost $25.00 or more:
(1) Item: Makeup Organizer (2) Cost: $49.99 (3) Retailer: Dream Genius (4) online or offline: Online |
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| Interview Questions | Satisfaction 1 | Record responses in spaces below. | |
| 1 | How well do you think you recognized your need for X ? | 4 | I had to order this extra one because my old organizer was broken, and this is a new online store I found from amazon, I had never bought from this before. |
| 2 | What options did you consider for meeting your need for X ? | 4 | I seriously need a new organizer to replace the old one, however this is a totally different look, but the closed organizer I can found. |
| 3 | What online and offline sources/sites/stores did you search to find X ? | 4 | Ordered from Amazon .com |
| 4 | What online and offline sources/sites/stores did you search to find X ? | 4 | Ordered from Amazon.com |
| 5 | How easy or difficult was it to order X ? | 4 | It wasn’t difficult to order the stuff, but the process of finding the right and best price us a struggle, I have to read the description know about the organizer’s size and compare the price. |
| 6 | How easy or difficult was it to pay for X ? | 4 | Amazon is very easy to pay, now you can just do one-click pay so you don’t need to add in cart and press pay going with the long process. |
| 7 | How well did X meet your expectations in satisfying your need for X ? | 2 | When I saw the actual thing I wasn’t impressed, because it wasn’t looked like what in the image when I saw it, and the little drawer wasn’t working, but the size is perfect, so I decide to keep it. |
| 8 | Are you using X as you anticipated it would be used? | 2 | No, the look is different and also a broken part. |
| 9 | How often do you use X ? | 4 | Everyday use |
| 10 | Have you had any problems with X that required a service to fix? | 4 | I know amazon has really good return rules, but return back and get a new one is a long time to wait, so I decide not report the problem just keep it. |
| CSAT Score | |||
| PART 2: Strategy
Develop a brief (150 – 200 word) strategy that would improve consumer engagement and overall satisfaction(CSAT) for your example. |
1 Ask the consumer to rate his/her satisfaction on the following scale: (1) Very unsatisfied, (2) Unsatisfied, (3) Neutral, (4) Satisfied, (5) Very satisfied.
When your WORKSHEET is completed, you may upload it on the assignment link.