Meta Store Customer Journey
In developing a brand new experience channel for Meta, my team began by researching and understanding how customers move through the shopper funnel and ultimately decide to purchase AR/VR products. Upon identifying the opportunities that our channel could serve in the customer's journey, our team conceptualized, designed, tested and built a brand new suite of products to address all phases of the path to purchase.
Our tools
Our research indicated that the most important factors in the decision to purchase an AR/VR product include trying the product for yourself as well as receiving a word of mouth recommendation from a trusted source. The experiences we designed and developed for the customer's journey include a variety of low-friction touchpoints intended to move guests into demo and allow for social sharing.
Demo Appointment Booking
Demo Onboarding
Store Connect Shopping Assistant
Customer first
All of our physical, digital and service interactions in the end to end customer journey were designed holistically. In charting the user's story in a service blueprint, we were able to map out the role that each touchpoint plays and what systems and resources are needed to support it.
The result is a best-in-class customer experience with a consistently high NPS scores in addition to the highest sales in the region.
