Walmart: Redesigning the Studied Purchase Journey
Industry
Client
Year
Challenge
Walmart Chile sought to redesign the experience of the so-called “studied purchase,” corresponding to high-involvement categories such as white goods, furniture, mobile phones, and electronics, where people require more information, advice, and guidance before making a decision.
The challenge was to understand the customer’s complete journey to identify improvement opportunities across the entire experience, in both physical and digital channels.
Results
To achieve this, we conducted an in-depth investigation of the purchase journey, building an omnichannel map that made it possible to visualize the main touchpoints, needs, and optimization opportunities.
Based on these findings, we designed a prioritized portfolio of initiatives and a new journey measurement model, delivering a roadmap to evolve the shopping experience in a consistent, people-centered way.