retail-cs

Customer Experience Mapping

Leading Korean retail giant

PORTFOLIO

Customer experience mapping for a leading Korean retail giant

The company came to Litehouse with a clear vision of becoming ‘the Amazon of South Korea’

Since the company’s focus was on creating a convenient shopping environment that is accessible by customers at any time and from anywhere, Aditi Litehouse:

  • Developed B2B and B2C customer personas to understand needs, expectations and motivations
  • Mapped personas to research on South Korean demographic and consumer behavior
  • Outlined the complete customer journey for each persona across various touch points – from need to experience evaluation.