Customer journey map

AWARENESS

CONSIDERATION

PURCHASE

RETENTION

ADVOCACY

Touchpoint

Physical banner

Fliers

Touchpoint

Word of mouth

Radio Ad

Touchpoint

TV Ad

Landing page is enticing

Touchpoint

How easy is the web?

Can someone teach me?

Touchpoint

Radio Prog about the solution

People have started using it.

Touchpoint

Straight forward usage

Using it at every hospital visitation

Touchpoint

Signed up for it

Sms about the product

Touchpoint

Visiting different hospitals and still using it.

Free from all delays at the counter looking for card

Touchpoint

Can monitor next appointment

Can change health Plan at any time

Touchpoint

Password reset is easy

I get feedback

Touchpoint

Telling others about it

Signing others up

Touchpoint

Advert, emails and newsletter

Messages about the usefulness of the product