Online Shopping

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Example of an empathy map - Allison

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'In the future, we will not need shops or markets because most shopping will be done online.' What are your views?

DISAGREE

online scams

counterfeit goods

cheaper

no need to pay for delivery

May need a product immediately

Quality Control

Freshness of food items

Visual inspection of goods

Touch and Feel

shopping can be a leisure activity

Forging relationships

Human Touch

Customer Service

Subtopic

Forge friendships or familial ties

agree

best savings

warehouse system, save on retail location, rental, staff. Pass savings to customers

credit card or website discounts

can view best prices across various shops

Experience

Free samples

Basic necessities can be bought online; everything else is a want, not a need

Convenience

In the comfort of the home

Range of products

saves time

24Hours