“Create a customer journey map for online grocery delivery with four stages: Discover, Choose, Order and Receive. In Discover, the customer searches for neighborhood delivery and worries about produce quality. In Choose, they compare delivery fees and time slots and need clear substitutions. In Order, they build a basket and check out, with unavailable delivery slots as friction. In Receive, they track the driver and check the order, with an opportunity to resolve missing items quickly.”
Read the decisions behind it.
Map one household and one delivery scenario.
Investigate slot availability before changing the basket.
Give missing-item recovery to a named service team.
Use when a service spans search, selection, transaction and fulfillment.
Other examples in this family.
Common questions
Why map a single journey?
A specific scenario exposes the decisions and emotions that a broad average can hide.
What is a touchpoint?
A touchpoint is an interaction between a customer and the service, such as a search result, checkout screen or delivery update.
How do teams validate a journey map?
They compare the map with interviews, observation, support data and behavioral evidence.