persona

Customer Journey Map

For online travel agency

APPOINTMENT

DIAGNOSIS

COMPARISON

TREATMENT

RESEARCH

FOLLOW-UP

POST-TREATMENT

Desire for travel

Explore options

Travel to location

Experience vacation

Schedule and book travel

Select vacation

Remember experience

stages

Send pictures to your family and friends

Arrange for activities

Search online

Book cheapest flight, hotel and tours

Find out about family vacations

Print tickets and travel information

Review online travel sites

interaction

It’s time for our next family trip

I need it to be really cheap

I wonder if it will be a safe airline

We are having a great time

I am going to create a photo album

I hope everything goes well

I must book a few reservations for dinner

thinking

feeling

Display reviews of hotels and restaurants

Send attractive reviews

Show lowest cost options anywhere in Europe

Offer different itineraries for family vacations

Offer discounts for tours at your travel destination

Offer the opportunity to create a photo gallery

Allow searches across different destinations

Opportuniti es