Persona Scenario Trigger

Name: Anil After demonetization he wants to learn Web and app

Age: 42 yrs how to use online and mobile banking.
Gender: Male
Prof: Businessman
Location : Chandigarh

Stage Discovery Evaluation

Customer Journey online and mobile banking. Learn online banking & Cashless
transaction

Pain Point Never done online transactions. Spend extra time for learning

Digital Touch Point Web and app Web and app

Features Digital or video tutorial help Step how to online help demo
use
 Goals & Exceptation
1. Learn online and offline banking.
2. Business & personal transactions

1st interaction 2nd interaction

Go to the bank and meet customer care guys & Take all Go to the website & Complete
details about how to do online banking like login details Registration.
username & password for online banking

waiting for support team help. registration flow complicated

If there is long Q then he will irritate. website is slow.
Not finding help section easy.

Try visit to website Web and app

Digital demos tutorial help Step how to use Provide user guid and registration flow
option
 Transaction loyalty
Go to the bank website Do login by entering Go to bank website do login after login, it shows
username & password Go to the Fund transfer loyalty point of the previous transaction check
page & do the transaction Account balance

the transaction has done But doesn't show But doesn't show loyalty points properly
notification

Web and app Web and app

All transaction related menu show in the Show loyalty point popup after login
dashboard
Persona Scenario Trigger
Name: Rita To Purchase a grocery for the party word of mouth/adds
Age: 35 yrs web/app
Gender: Female Time period
Prof: House Wife
Location : Mumbai

Stage Discovery evaluation

Customer Journey No Grocery at home Decide to order online
Shortage of time Budget , Recipy & Amount of food

Pain Point Time limit

No helping hand
It's too late, can't go and purchase
Doesn't know process/content of online
shopping
comparing app/website one-day delivery
availability of food Quality
Can't find based on budget
purchase from two different sites
(timeslot / Budget / Quantity)
making a product list

Digital Touch Point App/Website Recipe Blog

App/Website
Features Timeslot away before / Quick delivery filtered by Quantity/budget
visibility of system first-time user Comparison filter
suggestions
Goals & Exceptation
To buy grocery for the party in a short time

product selection purchase

product listing Payment
product price compare Tracking
Name & person
time slot selection

required Quantity not Available \ payment gateway issue

Product not availb no updates & notification

App
App
Preloaded list of recipe Payment method option
Notification & updates
post purchase
Delivery on time
product checking

Product delay
some products are not satisfactory

App

Feedback
Customer support
 Persona
Name: Neena
Age: 37 yrs
Gender: Female
Prof: House Wife
Location : Mumbai

Stage

Customer Journey

Pain Point

Digital Touch Point

Features
 Scenario
After demonetization she wants to learn
how to use online and mobile banking.

Discovery
She started experiencing extreme
fatigue, perspiration, and hunger.
But She is worried about and
visits the doctor.
There no Dr. nearby her location
she also found one Dr but there
was 1 week waiting period
Google search
Appointment booking
through a website or app
 Trigger
Web and app

consultation
Doctor check Neena and
suggest to blood & sugar test
and also prescribe some medicine too
and save all details in his mobile app.

test labs was not near Dr location

Report WhatsApp
Degital reports
 Goals & Exceptation
Visit to the Doctor

diagnosis
Submitted test report to the Doctor
after checking Dr. Prescribe medicine
& Make a proper diet plan
with some exercise

not getting all medicine at 1 shop

there was a long waiting queue

Report direct in the Dr. app

everything in 1 place from
reports to Dr. diet plan
 treatment & fulfillment
Dr. add all the details and report in
his app and track all the detail of the
Neena if any emergency there is 1
touch call solution from the app

app getting some errors

Net also not working

Mobile app
everything and direct contact
with Dr in 1 app