What are the MOST LIKELY statements to be in Box F and Box 6?

The customer journey map below was created for Eyes 4’U. a chain of high street opticians. This shows the journey of a person who is 67 years old and retired with a limited pension and active social life.

What are the MOST LIKELY statements to be in Box F and Box 6?

A . F concern at cost 6 provide clearer information on options and pricing
B . F: worry about choosing the wrong frame 6: introduce virtual frame selection technology
C . F provide clearer information on options and pricing 6 concern at cost
D . F pleased appointment ending 6 provide clearer information on options and pricing

View Answer

Answer: A

Explanation:

A customer journey map is a visual representation of the steps and emotions that a customer goes through when interacting with a product or service. It helps to identify the pain points and opportunities for improvement in the customer experience. A customer journey map typically consists of the following elements: stages, actions, thoughts, feelings, touchpoints and opportunities. Therefore, option A is the correct answer, as it matches the elements of the customer journey map for Box F and Box 6. Box F represents the feeling of the customer at the stage of choosing a frame. The feeling is concern at cost, as the customer is worried about the price of the frames and lenses. Box 6 represents the opportunity for improvement at the stage of selecting lenses. The opportunity is to provide clearer information on options and pricing, as this would help the customer to make an informed decision and reduce their anxiety. Option B is not a correct answer, as it does not match the elements of the customer journey map for Box F and Box 6. Box F represents the feeling of the customer, not an opportunity for improvement. Box 6 represents an opportunity for improvement, not a feeling of the customer. Option C is not a correct answer, as it does not match the elements of the customer journey map for Box F and Box 6. Box F represents the feeling of the customer, not an opportunity for improvement. Box 6 represents an opportunity for improvement, not a feeling of the customer. Option D is not a correct answer, as it does not match the elements of the customer journey map for Box F and Box 6. Box F represents the feeling of the customer, not an opportunity for improvement. Box 6 represents an opportunity for improvement, not a feeling of the customer.

Reference: BCS Practitioner Certificate in BAP Specimen, page 23.