Empathy Map for Customers

Our customers need a better way to:

● Enjoy their coffee experience in a welcoming and relaxing environment because they
want to unwind and socialize with friends or family.

Thinking:

● They might be thinking about their work, their day, or things they need to get done.
● They could also be thinking about the taste and quality of the coffee, as well as the
variety of menu items available.

Seeing:

● Customers may notice the decor, lighting, and furniture in the coffeehouse.
● They may also see other customers interacting with each other and enjoying their
coffee experience.

Doing:

● They may be using their laptops or phones to work, browse the internet, or
socialize.
● They may also be reading a book, writing in a journal, or engaging in conversation
with others.

Feeling:

● Customers may feel relaxed, comfortable, and at home in the coffeehouse.

● They may also feel happy, satisfied, and grateful for the quality of the coffee and
the friendly service.

Buyer’s Avatar

1. Image:

2. Basic demographics:
 Age 28

Gender Male

Income ₹25000 - ₹50000

Occupation White-collar job, working in an office setting

Education Bachelor's degree

3. Other demographics:

Personality traits Outgoing, sociable, curious, adventurous,

open-minded

Quirks Enjoys trying new things, likes to

experiment with different coffee blends and
flavors

Habits Visits coffee shops regularly, enjoys reading

and working on his laptop while sipping on
his coffee

Customs Meets up with friends for coffee, likes to try

out new coffee shops and cafes

Beliefs Values quality over quantity, prioritizes

experiences over possessions

Routines Usually starts his day with a cup of coffee,

visits coffee shops during breaks or after
work

Experience Map for Customers

1. How does the prospect find you? What’s the first point of contact? Does she initiate
it, or do you?

The prospect can find your coffeehouse through various channels such as online search,
social media, word-of-mouth recommendations, or physical signage. The first point of
contact could be a visit to your website or physical storefront. The prospect may initiate
the contact by visiting your coffeehouse or contacting you through phone or email.

2. What does the sales process look like today? Anything you know should be fixed?

The sales process for a coffeehouse is typically transactional, where customers place
orders at the counter and pay for their purchases. However, there may be opportunities to
upsell or promote loyalty programs to increase customer retention. To improve the sales
process, you could consider implementing mobile ordering, self-checkout kiosks, or
personalized recommendations based on customer preferences.

3. What kinds of web-findable content (blog, YouTube channel, podcast, etc.) are
available to the prospect so she can begin to educate herself about your product or
service? What questions are answered? How will that content be crafted to be both
interesting and useful/relevant to the prospect’s problems?

Web-findable content for your coffeehouse could include a blog, social media posts, and
videos showcasing your menu items and unique coffee blends. The content should be
crafted to highlight the quality of your products and the ambiance of your coffeehouse.
Questions that could be answered include the origin of the coffee beans, the brewing
process, and the nutritional information of the menu items.

4. What motivates the prospect to raise her hand for permission-based content, like
an opt-in email list? What makes taking that action irresistible for her?

The prospect may be motivated to join your email list for exclusive promotions, discounts,
and updates on new menu items or events. To make taking that action irresistible, you
could offer a free coffee or pastry for signing up or a special welcome message from the
owner.

5. What does the prospect need to know in order to make an informed decision to
buy?

The prospect needs to know about the quality of your coffee, the variety of menu items
available, and the ambiance of your coffeehouse. They may also want to know about the
sustainability practices of the coffee beans and the level of customer service they can
expect.

6. What does she need to believe and experience in order to be delighted to become a
client or customer?

To be delighted to become a customer, the prospect needs to believe that your

coffeehouse offers a unique and high-quality coffee experience that is worth the price.
They also need to experience a welcoming and comfortable ambiance, friendly and
knowledgeable staff, and excellent customer service.

7. What does the actual purchasing experience look like? What are the steps? How
could that process be made simpler and more enjoyable?

The purchasing experience involves placing an order at the counter, paying for the
purchase, and waiting for the order to be prepared. To make the process simpler and more
enjoyable, you could offer contactless payment options, provide clear signage for the
menu items, and ensure timely and efficient service.
8. What happens immediately after the purchase is made?

After the purchase is made, the customer receives their order and may take a seat to
enjoy their coffee and food. The staff may also thank the customer for their purchase and
invite them to return in the future.

9. How is the product or service delivered today? How could you make that
experience more satisfying for this avatar?

The delivery of the product or service may vary depending on the specific coffeehouse
business, but it could involve in-person pickup, delivery, or shipping. To make the
experience more satisfying, the business could ensure that the product is delivered on
time and in the expected condition. The business could also provide personalized and
friendly service during the delivery process, which could include things like thanking the
customer for their order or providing them with additional information about the product.

10. What is the plan for staying in touch with this new customer? For ensuring that
she’s having an excellent experience with your product or service?

Staying in touch with new customers is important to ensure that they have a positive
experience with the product or service and to encourage repeat business. The business
could consider sending follow-up emails or surveys to new customers to gather feedback
and address any issues that they may have had. They could also offer incentives for
repeat business, such as loyalty programs or special promotions.

11. How does a delighted customer find out how to refer you to others? What are the
steps of that experience?

A delighted customer may be willing to refer the coffeehouse business to others if they
have had a positive experience and believe that the business offers a high-quality product
or service. The business could make it easy for customers to refer them to others by
providing referral links or codes that can be easily shared with friends and family. They
could also offer incentives for successful referrals, such as discounts or free products.
Additionally, the business could make it clear on their website and social media channels
that they welcome referrals and value their customers' support.