( evino ) Customer Journey Map + Personas 




︎︎︎ My role: Product Design
︎︎︎ The challenge:
"How can we discover the best opportunities for all our customer profiles - and their journeys within ( evino )? And, with that, improve our services in general?"
︎︎︎ Segment:
Wine
︎︎︎ Tools:
Miro, Figma
︎︎︎ Year:
2021




︎︎︎ Objectives:


︎︎︎ The process:
︎︎︎ Mapping of Internal Processes:
• Understanding the processes of each area and how they connect to each other
• Horizontal model: processes can happen at the same time



︎︎︎ Life Cycle:



︎︎︎ User Research:
Quantitative Research:
• Sending 5 different questionnaires directed to each cluster, within the scope of users defined previously
• General questions > Specific questions targeting each cluster
• 216 responses in total

Qualitative Research:
• Interviews were made on Google Meets, with average duration of 30 minutes
• General Questions > Specific Questions targeting each cluster
• 15 interviews in total


︎︎︎ Personas + Journey Map:








︎︎︎ Service Blueprint:




 


october @ 2021
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