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Transcript

Conclusion and Recommendations

Race Pace Bicycles Customer Journey Map

Race Pace provides an excellent customer experience in their store

  • Very few problems and pain points
  • Location
  • Few workers on staff
  • Quiet in the store

Recommendations:

  • Sign in front of shopping center
  • Specification on website of location
  • Increased staff
  • Music or videos playing

Mack Bodziony, Noah Gallen, Arjun Singh, Alex Uzunoff

Customer Persona

Customer Journey Map

Persona: College Upperclassmen

Ages: 20+

Occupation: Student

Step 2: Call

Step 1: Research

Step 4: Sales

Interaction

Step 3: Arrival/Greeting

Step 5: Service

Summary

Triggers

Budget

Emotions

Pain Points

Emotions

Emotions

Pain Points

  • Difficulty finding store
  • Intrigued by aesthetic appeal of website
  • Confused by amount of information presented
  • Lack of questions from employee
  • Directions
  • Reasons for coming
  • Test ride
  • Confusion finding store
  • Satisfied with friendly greeting
  • Comfortable
  • Too much information about store, overwhelming
  • Difficult to find right products as first time shopper
  • Poor location and direction
  • Very few employees
  • Very quiet store
  • Not much to do/look at
  • Secure in employee knowledge
  • Appreciative of effort put forth by employee
  • Ease of finding phone number and additional information online
  • Satisfied by response and information given.
  • Feelings of reassurance knowing that we would be helped by amiable employees.
  • Satisfied with information given.
  • Expectations exceed with business card
  • Wants to commute faster
  • Wants to exercise more
  • Enjoys being outdoors
  • Wants to spend less money on Uber and

other car services

  • Wants a cheaper alternative for buying a car

Limited budget; value and price are large factors

  • Limited spending money
  • Wants to spend less than $500

Touch Points

Information

Touch Points

First Check

Touch Points

Business Card

Research

People: Customer, Employee

Process: Provide information about the products customers are interested in

Physicals: Bicycles, Accessories

People: Customer, Employee

Process: Check on customers, make sure they know where to find what they are looking for

Physicals: None

People: Customer, Employee

Process: Writing recommendations on business card

Physicals: Business Card

People: Customer

Process: Research on bike shop and products

Physicals: Website

Greeting

Arrival

Phone Call

Phone Number Search

People: Customer, Employee

Process: Greeting by employee, Questions about assistance

Physicals: None

People: Customer

Process: Arriving at Store

Physicals: Store front, Shopping center

People: Customer

Process: Google Search, Website interaction

Physicals: Website

People: Customer, Employee

Process: Phone Call, Conversation about availability of employees

Physicals: Phone Call

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