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Interactive Customer Journey Map

JeongWaai Ho

Created on November 9, 2023

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Transcript

Customer Personas

GENDER

AGE GROUP

CHARACTERISTICS

  • Love Reading
  • Value Healthy Lifestyle & Protected Environment
  • Innovators & Early Adopter

Existing Initiative

Partner with 3rd-party Delivery

This initiative that is implementing could potentially expand Waitrose's customer reach.

"Increasing our presence in the convenience market through partnerships with third parties such as Deliveroo, Dobbies, Shell and local convenience shops to bolster and enhance our convenience reach for our customers."(Waitrose,2023)

Implement of Supply Chain 4.0

Customers often have complaints on the availability of products and this is most likely be the result of inefficient distribution of inventories. Thus, Supply Chain 4.0 Upgrade on their systems could solve this painpoint.

Key Elements:

  • IoT devices Installation on Trucks, storage centres, supermarkets and suppliers
  • Make use of the IoT devices on Algorithms to generate more efficient routes of distribution.

Optional Journey

My Waitrose Card

Customers could choose to register MyWaitrose Card before making a online orders

  • Related to the customized coupons
  • Related to the customer database