Grocery shopping. A necessary evil. One of my least favorite tasks is grocery shopping. Oddly, it’s not the actual shopping I dread. It’s spending time putting groceries away that annoys me most. Whether I’ve skipped in-store shopping and ordered groceries online for pick up or delivery, I dread what I’ll find when I look inside the bags. As a researcher and experience journey mapper, I often look at my activities as a series of touchpoints, starting when I leave my home until all the groceries are put away.
Paper or Plastic? Reimagining Touchpoints to Increase your Customers’ Satisfaction