Customer Journey Map

6 Pages Posted: 22 Oct 2021

See all articles by Rajkumar Venkatesan

Rajkumar Venkatesan

University of Virginia - Darden School of Business

Tami Kim

University of Virginia - Darden School of Business

Abstract

This set comprises six exercises: in each, a team of students must shop online for products to solve a particular problem. Problems range from outfitting a new apartment quickly to purchasing food for a festival to choosing car insurance. Students will experience a customer journey as they navigate shopping websites.

Excerpt

Jul. 26, 2021

Customer Journey Map

(A) Team Bed Bath and Beyond
Your friend Sara has enrolled at your school and you are helping her settle into her new apartment. There are a lot of things to buy, and time is limited—it is a very demanding school with lots of work! You and Sara decide to first go online to find items she might need from Bed Bath and Beyond. You prefer to get everything delivered directly to Sara's apartment.

. . .

Keywords: customer journey, online shopping, paid search, keywords

Suggested Citation

Venkatesan, Rajkumar and Kim, Tami, Customer Journey Map. Darden Case No. UVA-M-1012, Available at SSRN: https://ssrn.com/abstract=3942695 or http://dx.doi.org/10.2139/ssrn.3942695

Rajkumar Venkatesan (Contact Author)

University of Virginia - Darden School of Business

P.O. Box 6550
Charlottesville, VA 22906-6550
United States

Tami Kim

University of Virginia - Darden School of Business

P.O. Box 6550
Charlottesville, VA 22906-6550
United States

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