1. Please suggest a Customer Journey Map based on Laura Thompson's profile. Reference your map to the following points: ▪ Scope ▪ Setting the state ▪ Back story ▪ Touchpoints/moments of truth ▪ Pain points ▪ Sentiment line ▪ Any other details you believe important. 

 

Persona Name: Laura Thompson

 

 Section 1: Who

Background: Laura is an operations manager for a small retail company in Canada. She has worked in the retail industry for over ten years and has a strong background in sustainable and eco-friendly products. She has a degree in business administration and started her career as a buyer for a small retail company before working her way up to her current position. Enjoys hiking and camping with her family. In her free time, she volunteers with local environmental organizations.

 

Demographic Description: 

       Gender: Female,

       Age:  38 years old

       Level of Education: Bachelor of Science

       Family Status: Married, with two children

       Household Income: $140,000 annual income

       Location:  Calgary, Alberta

      Occupation: Operations Manager

 

Psychographic Description: 

• She values transparency and honesty in her business relationships and is willing to pay a premium for high-quality, eco-friendly products.
• She appreciates suppliers who can provide comprehensive product information, including eco-certifications, life cycle assessments, and case studies demonstrating the successful implementation of eco-friendly packaging. 
• Laura also actively engages with sustainability communities and seeks recommendations from industry experts.
•  

Roles as Operations Manager: 

• Collaborate with all corporate functions to ensure program success (HR, IT, Payroll, Finance, Marketing, Supply Chain Management etc.)
• directing the daily operations of a retail chain to maximize profit and minimize costs.
• Conduct inventory analysis to determine optimal stock levels.
• Plan, direct, control, and monitor the Operations department budget(s).
• Review sales records to ensure set financial objectives are met.
• Analyzing operational expenses and inventory costs to identify losses and develop a strategy for increased profits.

 

Identifiers: Laura is professional and detail-oriented. She prefers to communicate via email and continually seeks ways to improve her company's sustainability efforts. Laura and her husband are environmentalists. They believe they should value every piece of nature as we all benefit. With their growing family, they wanted their children to experience the beauty of nature. Their two children are also an environmental advocate. 

 

 

2. 

What is the expected number of customers per day, month and year you expect?

Be realistic here while also considering holidays, seasonality of your business, etc.

• What wait time will customers experience when What wait time will customers experience when dealing with your business? Provide one dealing with your business? Provide one example.