User Journey Mapping- A journey for buying saplings for my home garden
The Journey map/mapping service is a visualization of the journey that a particular person goes through to fulfill his/her needs or goals.
“Customer journeys are not linear and yet we often treat them as though they are, meaning that marketers often end up measuring the wrong things” @neilperkin
It is always focused on the experience of one main actor that is a user persona(person) who experiences the journey.
So, here, I would like to share with you all my journey map to buy saplings for a home garden and my experiences!!
The journey will go about: Discover nursery — Search for nurseries in town — Reach the nursery — Enter the nursery — Find the needed plants — Billing — Back to home.
Step Number 1
— Discover Nursery(Online/Offline Store)
I was chit-chatting with my mom and we planned to renovate our home garden. While the discussion was going on I remember some days back one of my friends told me about a nursery live store for online purchasing of plants. I looked for the Instagram page of the store and guess what!!
I am in love with the collection this store has. Planned to buy the succulents.
Actions: Decide which store to buy from.
Experience: On-line — Nursery live app is the best plant platform where I got my needed plants but as it is an online app the delivery was a bit late.
Offline — I was not aware of the nursery in my area so, I Google search and got to know about many of the nurseries but, I decided to go with good rating nurseries.
Emotions: “After looking for this many nurseries…. Finally decided..”😌😁
Touch-points: Nurserylive instagram page, Google search , Google maps.
Step Number 2
— Searched for nurseries in the hometown
Action: I google search for the offline store and finally got the store with 5-star rating.
Rehami’s nursery it is!!
Experience: Deciding the nursery was the biggest task as all were fulling my needs but, I looked for good ratings, and google ratings help me decide the store.
Emotion: “Firstly, I was confused a bit🤔 but then I was happy.”😊
Touchpoints: Moblie phone, Google search, Google maps.
Step number 3
— Reached the Nursery
Action: I asked my brother to join me and he got ready. We started our journey from a nearby petrol pump. We filled the tank and left for nursery.
Experience: The condition of the roads was good as my town is developing a lot. Even though it was a holiday, traffic hasn't affected me but the distance of store from home did.
Emotion: “I was super excited about the store but the journey made me unhappy as it was far away from my place.”🙂
Touchpoints: Access 125, Payment on petrol pump, petrol man, purse, road.
Step number 4
— Enter the nursery
Action: I followed the covid measures( wearing a mask and sanitization). Looking at beautiful plants around blooming with beautiful flowers I was super excited about the purchase.
Experience: I was super excited about the purchasing and looking at the blooming flowers made my mood again happy. Gardner also welcomed and greeted us very well!!
Emotion: “Super Happy.”🤩🤩
Touchpoints: Mask, Plants, Strangers, Gardners( men & women)
Step number 5
— Find the needed plants
Action: I looked for the plants which I wanted to buy, tooked gardener's help, asked how to look for particular plants. Still, I was in confusion about which one I should go for. Then I called my Mom for help. She suggested to me the good and needed one plant.
Experience:😍Looking at the beautiful flowers I literally got confused😑Then I called mum for help. While I was on call she asked me to snd the photos of the saplings. In this way, she helped me out. Later, she send Papa to pick up all the plants which we purchased.
Emotion: “Excited 🤩, Confused in between🤔, happy😊”.
Touchpoints: Female gardener, Gardner, Cell phone, mother, Whatsapp images, WhatsApp calling, Father, Calling app.
Step Number 6
— Billing
Action: Bargaining for the selected plants, asked how to take care, where to keep( in sunlight or away from the sun), when to water them, how much to water, what fertilizers are good for them, etc, Asked if they have an online mode of payment. Asked do they received the amount, Aske them to keep the saplings in the car boot space.
Experience: I asked them for the discount as I purchased 4 5 plants and convincing him was really fun and finally he agreed. Happy customer!!
Emotions: “It was fun having chit-chat with the Gardner”😊.
Touchpoints: Gardner, Plants, Google pay, Gardner helper, car, car key, father.
Here is a broad view of how the user journey map looks like.
The journey map varies from person to person experiences according to the customers stories. The interaction betweeen the product and the experiences of user becomes the part of the story. I hope you enjoyed my journey.😊
Thank-you!!!
