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Customer Journey Mapping
Nuuly - March 2020
The winning project in IMC Process course. Mapped the entire process of a user of Nuuly, the clothing retail service from URBN, as she moves down the funnel from awareness to retention in order to find any pain points that the brand could address for a better customer experience.
Customer Journey Mapping: Project
What I Did
Primary & Secondary Research
Competitive Analysis
Persona Creation & Touchpoint Mapping
Recommendation Development
Customer Journey Mapping: List
What I Learned
As a Nuuly customer myself, I came into the project understanding certain pain points or missed touchpoints that I knew could be improved upon. This project showed me, however, that it is important to look beyond who you are as a customer and understand other people's pain points as well. Getting to know the customer better is extremely key in developing consumer insights and creating a strategy that will solve a problem or fill a gap.
Customer Journey Mapping: Text
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