Customer Journey Coursework Sample

Paper Instructions

Academic level – Undergraduate 1-2
Type of paper – Coursework
Topic Title – Customer Journey
Instructions:

Using the attached document, make a customer journey for any product or service of your choosing.
Be detailed. Illustrate the “experience, think, feel, do” of the consumer as they move through the journey of discovery and ultimately purchase of your product.

Indicate areas of media/marketing opportunity.

Coursework Sample

Product: Our fitness app is designed specifically for you, offering workout plans, nutrition guidance and progress tracking to help you achieve your fitness goals.

Awareness (Intrigue)

Experience
The customers journey starts when they come across advertisements, on social media platforms while casually browsing through their feed. These ads showcase inspiring real life stories of individuals who have successfully accomplished their fitness goals by utilizing the app.
Think
The customer becomes fascinated, by the stories of people who have succeeded and is impressed by the customized workout programs. This makes them contemplate the idea of using the app to achieve their fitness goals. They conduct research on the apps features read reviews and explore its website to gather information.
Feel
Customers feel motivated and optimistic upon discovering the apps potential to enhance their fitness levels and promote a lifestyle.
Do
Users register for a trial, via the applications website, where they provide their email address and essential details.
Media/Marketing Opportunity
To raise awareness, the fitness application can utilize social media advertisements team up with influencers and collaborate with fitness enthusiasts to exhibit transformations and stories of success.

Consideration (Desire)

Experience
During the trial period, customers make use of the apps customized exercise routines and nutritional advice. The apps’ interface is designed to be user-friendly, with features that facilitate progress tracking.
Think
The customer recognizes the worth of the app and how it aligns with their fitness objectives. They assess it alongside fitness apps, considering the advantages of maintaining a paid subscription.
Feel
As individuals witness their advancement and experience uplifting transformations, in their vitality and general state of being their dedication, to their fitness expedition grows steadily.
Do
When the free trial period ends, the customer can choose to upgrade to a premium subscription. This upgrade will grant them access, to features and additional workout programs.
Media/Marketing Opportunity
To boost engagement, the fitness app has the potential to provide email campaigns and push notifications, throughout the trial period. These messages can showcase success stories offer content and provide helpful tips to motivate users towards upgrading to a paid subscription.

Conversion (Commitment)

Experience
As valued subscribers, customers have the opportunity to access exercise programs that are specifically designed to meet their fitness needs and objectives. The apps’ community functionality also enables them to connect with users, fostering a motivating environment.
Think
The customer is now completely dedicated to their fitness journey, relying on the app as their fitness partner. They value the convenience and flexibility of being able to exercise at home or while, on the go.
Feel
Customers experience a feeling of accomplishment and contentment when they observe improvements and positive transformations, in their physique and overall well-being.
Do
They suggest the application, to their loved ones who are looking to lead lives.
Media/Marketing Opportunity
To boost engagement, the fitness application can provide promotions or rewards, for referrals motivating users to recommend the app to others. This helps create a community environment and encourages word of mouth marketing (Azzine Shiratori et al., 2021).

Retention (Experience)

Experience
The fitness application keeps users interested, by offering workout challenges, daily inspiration and helpful advice, on nutrition. Users are regularly informed about improvements made to the app and any new features that are added.
Think
Customers value the apps commitment, to keeping them involved and motivated throughout their fitness journey. They express gratitude, for the support and guidance provided.
Feel
The customer feels valued as a user and remains committed to the app as their go-to fitness solution.
Do
They consistently make use of the application regularly interacting with the community and actively taking part in challenges.
Media/Marketing Opportunity
To improve user engagement and boost awareness of features and updates, the fitness app can make use of personalized, in app messages targeted email campaigns and exclusive content. This approach will not help retain users. Also ensure they stay well-informed.

Loyalty (Love)

Experience
The fitness application has become a part of the customers’ fitness regimen and way of life. They have reached goals and their inspiring journey is showcased on the application’s website and social media platforms.
Think
The customer has formed an bond, with the app and its community. They see themselves as a supporter. Take pride in being affiliated with the brand.
Feel
The app creates a feeling of loyalty and appreciation, in customers due to its influence, on their lives.
Do
They continue to use and promote the app passionately, sharing their fitness journey and encouraging others to join the community.
Media/Marketing Opportunity
To encourage loyalty, the fitness app has the option to showcase inspiring stories of customers on social media platforms arrange community gatherings and establish a rewards program that offers exclusive benefits specifically for users who have been, with the app, for an extended period (Ferreira Barbosa et al., 2021).

References
Azzine Shiratori, E. K., Hofmann Trevisan, A., & Mascarenhas, J. (2021). The customer journey in a product-service system business model. Procedia CIRP, 100, 313–318. https://doi.org/10.1016/j.procir.2021.05.072

Ferreira Barbosa, H., García-Fernández, J., Pedragosa, V., & Cepeda-Carrion, G. (2021). The use of fitness centre apps and its relation to customer satisfaction: A UTAUT2 perspective. International Journal of Sports Marketing and Sponsorship, 23(5), 966–985. https://doi.org/10.1108/ijsms-01-2021-0010