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Customer Journey Map

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by

Lori C

on 14 April 2016

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Transcript of Customer Journey Map

Thinking:
Customer Journey Map
Gas Station Experience
Key:
Gas Pump Feedback
Phases:
Open
gas tank
Wait
Arrival
Dock & Prep
Departure
Fulfillment
Drive
away
Emotions
jfgjdir
Get in the car
Decide to get gas
Drive to gas station
Wait for aisle to open
Park car
Get credit card from wallet
Turn off
the car
Face
pump interface
Insert Sam's
card
Insert
Sam's
card... again!
Insert
credit
card
Insert
credit
card again
Enter
Zip
Code
Insert nozzle
in car
Pick
type
of fuel
Begin pumping gas
Lock
pump nozzle
Watch
the
meter
Nozzle
pops
when it's ready
Remove nozzle
from car
Replace nozzle back in pump
Pump beeps to alert of picking fuel
Close
gas
tank
Check
screen
before
leaving
Use hand sanitizer
Put away wallet
Buckle Up

Get back in car
Waiting:
Take out trash
Sit back in car
Use cell phone
Listen to music
Lift
fuel
nozzle
Select receipt option
Check tank on dashboard
Doing:
Find wallet
Put away cell phone
Observe surroundings
Listening to radio
Driving
Google Maps
Check Texts
Make/Take Call
Play game
Select
credit or debit card
"How much gas do I need?"
"What am I paying with?"
"Let's get this over with!"

"How should I kill time?"
"Hurry up!"
"Germs! Gross!"

Feedback!
"Aww man!"
"I hope I'm not late to work!"
"Better just get this over with."
Interfacing
Feedback!
Feedback!
Grab
Keys
"Yay! I'm done!"
"Now I can continue with my life!"

Feedback!
Feedback!
Major steps
Touchpoints
Attention moment
Positive feedbcack
Missing feedbcack
By: Lori & Ada
Full transcript