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An Empathy and Experience Map

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phanthimyduyen2102
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7 views4 pages

An Empathy and Experience Map

Uploaded by

phanthimyduyen2102
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Creating an Empathy and Experience Map

Empathy Map:

Buyer´s Avatar:
• Image:

• Basic Demographics:
- Age: 28 years old
- Gender: Male
- Income: $1000 - $1200 /monthly
- Relationship: Single
- Education: Bachelor’s degree
- Location: Ho Chi Minh City - Vietnam
• Other Demographics:
- He prefers to stay at home and use e-commerce or digital platforms instead of going
to supermarkets or malls to buy stuff, addicted to digital media and digital music
platforms, his everyday routine consist of watching series from streaming medias. He
also prefers to order food from delivery apps. Having an stable work is important. He
also meets with his friends once a week.

Empathy Map:

Thinking: Seeing:

- Prefer to buy what he needs from - Looks trough social media


his phone or laptop than going out. - Looks what new series he can
- Work and stability are important. watch
Doing: Feeling:

- Uses electronic devices all over the - Worried about new job opportunities
day and his stability at work
- Listen to music everyday - Prefers to be comfortable at home

Experience Map:
- How does the prospect find you? What’s the first point of contact? Does he
initiate it, or do you?
The first point of contact is through social media ads, he finds us, but it initiates with us by
creating the ad.
- What does the sales process look like today? Anything you know should be
fixed?
The sale process is completely online fast and comfortable for the client. Maybe we should
fix the time of response with the client.
- 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?
Our web- findable content is mainly blog and social media pages. The client can discover
who we are, what are our products and where we are.
- 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?
Several offers that me make for actual clients and new ones. For examen 25% discount at
their first purchase.
- What does the prospect need to know in order to make an informed decision to
buy?
The prospect needs to know our product catalogue and the product offers we have.
- What does she/he need to believe and experience in order to be delighted to
become a client or customer?
Needs to experience how we treat our customers before, during and after the sale process.
The client also can read the reviews we have from other customers experience.
- What does the actual purchasing experience look like? What are the steps?
How could that process be made simpler and more enjoyable?
1. Enter our website or our digital media page. 2. Look our catalogue and choose a
product. 3. Make the order. 4. Pay online trough “Yape” or credit card. 5. Deliver the
product to the client
We think is the simplest way to make the process enjoyable and fast.
- What happens immediately after the purchase is made?
We send the confirmation of the order and ask them if they want to give us an email to
receive offers and updates of the purchase.
- How is the product or service delivered today? How could you make that
experience more satisfying for this avatar?
We use “outsourcing” to deliver the products but is completely safe and the client can
follow the delivery process. We can give them a little gift or reminder that every client is
important for us.
- 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?
We try to stay in touch by sending offers and advice about new products. We try to ensure
the experience by sending the client a satisfaction survey after the purchase process.
- How does a delighted customer find out how to refer you to others? What are
the steps of that experience?
1. Complete the purchase process. 2. Satisfaction and happiness with product and our
service. 3. Refer to others.
High five content
• Educate: What do they need to learn in order to keep going? What do you need to
teach them to begin or continue to do business with you/ your client?
They should learn and be aware about the benefits of our products. We need to teach them
how we can satisfy their necessities.
• Motivate: Sometimes the issue isn’t whether they’ll buy from you or continue to buy
from you, it’s whether they’ll buy at all. What encouragement do they need?
We need to encourage them to make the purchase by persuading them trough offers and
the value of buying the product now.
• Challenge: In certain situations, your prospects and customers/clients need to be
challenged to “up their game” in order to buy from you or entertain an upsell offer.
What kind of content will inspire them to achieve more, even more than they think
they can?
We can challenge them by sending them several offers and explain even more the benefits
of our products.
What did you learn from the journey?
I have learned how important is to know the prospect client and the client I order to make
effective marketing strategies that improve our sales and client loyalty.

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