This presentation depicts the story of a customers journey to buying a laptop. Please use this story as an activity to creating your own Customer Journey Map to pinpoint major issues and locate where adjustments can be made.

1. This is Jake.

2. Jake just graduated from
the University.

3. He is starting a career as a
video game programmer.

4. And Jake needs a
new computer.

5. He sets a budget for the
computer.

6. Jake goes to search
for a good deal via a
search engine.

7. After sifting
through the long
list of results,
he finds a
laptop that is in
his price range.

8. Clicks on the company
web page with the specs.

9. Then goes to
social media
channels for
reviews.

10. The laptop has been reviewed
well by his peers, and Jake finds
a coupon during the process.

11. He downloads a coupon.

12. He goes back to the
company website to
purchase the computer
with his coupon.

13. There is money left from his
budget, so he decides to
purchase a mouse.

14. He searches the
website for a mouse
in his price range that
is good for gaming.

15. After a while Jake finds a
mouse that will do. He adds it
to the cart and selects
checkout.

16. Adds his personal and
billing information.

17. Selects add a coupon
and inputs the code.

18. Jake reviews the information and
places order online.

19. The laptop and mouse
arrive a week later.

20. He does not read the manual.

21. Jake has a problem
connecting his gaming
mouse to the laptop.

22. He goes straight to
social media to find
answers.

23. Yet, after searching
for an hour, he comes
up short.

24. He goes to the
company website for
live chat assistance
and fills out a
description and clicks
submit.

25. Jakes waits for 10
minutes to speak to
an agent.

26. The agent asks
Jake to describe his
problem.

27. After a couple back
and forth
messages, Jake
receives an answer.

28. He completes the
corrections as directed.

29. Now Jake has a laptop
for work and play.