Journey map and user interviews
Starting with initial thoughts and internal beliefs I created a rough journey map as a starting point. Incorporating interviews and focus groups I was able to add, delete, and change touchpoints and thought processes of customers who wished to join Scentsy as Consultants. Digging further I was able to uncover some opportunities from the largest pain points and the company was able to adjust the program to ease those pain points.
Utilizing surveys to dig into the quantitative journey
Further exploring through surveys I was able to map out a journey of a typical customer looking to join Scentsy. Although the map was complex it helped to clarify and challenge the internal belief of what the "typical journey" of a customer looking to join Scentsy actually looks like.
