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a Case
ng Politecnico di Milano PSSD_Product Service System Design 2008/2009 Academic Year Material for design Customer Journey Map Giuseppe Farina 733962 Lauri Kerola 726321 Maria Lo Bello 735565 Avnish Mehta 737034 Sogand Nobahar 737021
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Description A portable
shopping solution that provides the customers with a scanning machine while they shop.
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The scanner allow customers to collect information about the product while they go and also bag the goods to have a quick shopping experience. They save time by bagging
the products as they
shop and at the payment stage where they could just walk out with their bags after payment. The system allows more freedom to customers besides the pride of being able to manage their shopping account and shopping time.
self-s
While at the same time it saves cost for the company.
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Customers are not burdened with unloading the shopping cart, bag-
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Esselu
ging items and then reloading the shopping cart.
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Customers appreciate this hassle-free shopping solution and a retail
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Goal
_ make simple and enjoyable shopping for costumers _ save employee costs
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_ increases profit margins for the company _ cut down the time taken at the point of sales for customers _ to have small and easy-to-use counter _ saves
time for quick shoppers _ find information of products with greater ease _ bagging their purchases as they go, for shoppers on budget purchases
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_ provides the ‘do-it-yourself’ shopping experience
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Targetted at people of all
ages but this service is more
popular with young population or young families.
The older generation is either scared or fearful of the new service and the reluctance to continue with the old service seems a better proposition to them.
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trigger
_ use need of faster shopping
p
_ customer fells involved in the shopping process _ user takes control of his budget during shopping experience
r actions
_ self.scanning of groceries _ delivery of the scanner to the cash desk _ payment _ low cost
_ no queue on the cash desk _ high quality _ low cost
le
use
’s e
expectations
xperienc
yc
response/evaluation
s p o t e s sa e r
c e
interaction
_ scanner with simple interface _ self/service
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p o h s e h t enter
_ search for parking _ enter the shop _ pick up shopping cart _ pick up the scanner
feelings _ wishful thought to be first customer _ easy and quick shopping experience with no ‘waiting’ _ stressed about change to get the cart _ fear to use a new system (for first time users)
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s e i r e c o r collect g p
o h s e h t r e t en
_ scan shopping bag _ scan grocery items _ put in the bag/cart
feelings _ indecision to select _ frustration
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s e c i r p t coun
_ select your budget _ select your purchases
ries
e collect groc
feelings
op
enter the sh
_ relief from memory counting _ easy budgeting _ happiness _ feel esponsible to be able to manage your budget better
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t c a s n a r t
k s e d h s at the ca _ go to the cash desk for transaction
count prices feelings
ies
collect grocer
enter the shop
_ worry towards checking _ save time by ‘queue less’ shopping _ embarassment when checked
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payment
_ purchase checked at the desk _ pay by any mode
sk
e d h s a c e h t transact at
feelings _ delightment towards quick shopping
count prices
collect groceries
enter the shop
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p o h s e h t leave
_ put back the cart _ pick your goods _ leave the shop
payment
feelings
sk
h de s a c e h t t a t c transa
count prices
collect groceries
enter the shop
_ proud of responsible shopping _ quick shopping
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1
2
3
4
5
6
enter the shop
collect groceries
count prices
transact at the cash desk
_ search for parking
_ scan shopping bag
_ select your budget
_ go to the cash desk _ purchase checked for transaction at the desk
_ enter the shop
_ scan grocery items
knowing everytime how much you are spending
_ pick up shopping cart
the service fails to read/scan on some selective categories
_ pick up the scanner
- all product should be included for scanning
for the first time, it’s quite difficult to approach this service - assistant - instruction illustrated
_ put in the bag/cart
save time by bagging while shopping
_ select your purchases
payment
leave the shop _ put back the cart _ pick your goods
save time at the payment desk
embarassing, annoying and time consuming - less invasive control - invisible control _ pay by any mode
_ leave the shop