EXAMPLE – JOURNEY MAP

THE CHALLENGE    My wife owns a business that sells health and beauty products. As a result of the codvid pandemic and  the restrictions that are in place until now, sales fell. delivery personnel had to be fired and operations  slowed down. There are restrictions for the sale of products in store. Although deliveries are made at  home and at no additional cost, sales do not go up. The option to reduce the price of the product was not  an option, there had been product promotions without great variations in sales    THE SELECTION     We provide solutions through the design thinking method with the aim of increasing sales. but lacking  quantitative information, we opted for a journey map as a tool. We carry out the research with regular  customers of the products. The journey map was done with 4 costumers.      THE APPLICATION     For the application of the jurney map we contacted frequent clients, who through interviews via ZOOM  could not be face-to-face due to bio-security measures, key questions were asked and they were used to  show the benefits of the products. The discoveries when talking directly with our clients generated several  hypotheses. We were somehow advancing what would be WHAT IF ?.  The results generated in the  interviews and through the journal map we were able to do interviews every other day, for a week 15  minutes. the new normal allows us to be flexible in our research methods.  In a next meeting and with the  results obtained, we opted for some ideas for rapid implementation.      INSIGHT & APPROACH    The information collected from our clients was very valuable. Despite the quarantine, they continued to  buy the products.

•  underlying diseases (reunatism, joint pain)

•  Being natural products, our clients felt that they were better than chemical ones.

•  Customers knew that the products we sold were fortified with VITAMINS A B C E D OMEGA  3.

•  in times of codvid,  is necessary to reinforce the immune system with vitamins.

They valued that the delivery personnel have biosecurity measures in the deliveries of the product.    The data we obtained led us to make the decision to make a change in communication on social networks,  which is the channel through which more sales are made.    We made multimedia material showing the staff making the deliveries with all the biosafety measures, we  made more emphasis on the consumption of the product as a vitamin supplement, which in addition to  doing good for basic diseases were reinforced with vitamins.    Carrying out these two actions obtained from the journey maps and interviews with clients, they gave us  enough feedback and insights to better analyze how to arrive objectively in the communication of the  product.    Although we have not yet had an exponential increase in sales, the level of inquiries about potential  customers has risen, which indicates that we are on the right track. The non-traditional tools that design  thinking gives us are applicable and flexible even for small businesses such as my wife.

