Coppel — 16 journey maps to redesign ecommerce
Coppel · Retail · Mexico · LATAM · Customer Experience · Innovation Factory
The challenge
Understand customers' digital experience to redefine online sales platforms.
The approach
Qualitative research with live remote tests, visualized in 16 journey maps by profile and channel, desktop and mobile.
The result
Complete ecommerce map that allowed prioritizing platform investments with customer criteria.
Related service
Other cases
- Nissan — Customer experience as a system, not as stages
- BNP Paribas Cardif — Co-creating the ideal insurance experience
- Scotiabank — A credit card built for young people
Does your customer live an experience or a fragmentation?
If every area sees its stage and nobody sees the full journey, let's start by mapping it together.