Customer Journey Map
- App


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Customer Journey Map - App


Your journey with VirtuApp


Download the app

The user finds an appropriate app that fulfills their needs and downloads it from the play store or the app store.

VirtuApp App Features

App Store & Play Store Optimization (ASO), Description, ratings & reviews management, AWS Hosting, update History

App Owner Responsibilities

Branding, App icon design, company boilerplate template

Consumer critical moments of truth

Incomplete or poor branding/description/imagery, infrequent app updates, slow app download, very large size of apps

VirtuApp Metrics/KPI analytics

Daily, weekly, monthly downloads/uninstalls demographics

Share contact info, give permission

After downloading, the app asks for contact info and storage permission so that the app can be installed and ready for use. This shows the credibility of the app.

VirtuApp App Features

Mobile number based IAM(Identity & Access Management), geolocation capture, guest access

App Owner Responsibilities

App user database monitoring and management

Consumer critical moments of truth

Apprehension in giving permissions, sharing mobile number

VirtuApp Metrics/KPI analytics

Geotagged app usage metrics, country and regional maps

See what wonder our app does

Once the app is installed the user can take a tour of the app and browse its features and see how it works.

VirtuApp App Features

User dashboard, Multiple Scrolling Banners module, View By Category, Featured Products, Recently Updated, Recently Viewed, Recently Ordered, Favourites PLUS Quarterly Feature Updates

App Owner Responsibilities

Branding, banner design, regular content updates

Consumer critical moments of truth

Unappealing content, incorrect, irrelevant or incomplete information slow loading app, need constant internet to function, uses too many phone resources

VirtuApp Metrics/KPI analytics

App uninstalls, average app usage time, most viewed and least viewed content

Search for information

After going through the features the user looks up for relevant information.

VirtuApp App Features

Product images, streaming and offline videos, description text, specification chart, comparison tables, web resources hyperlinks, MRP module the search tool, dealer locator etc PLUS Quarterly feature updates

App Owner Responsibilities

Branding, product images, other product data as above, regular content updates

Consumer critical moments of truth

Hard to find info difficult to navigate, slow Response frequently the crashing app, poor quality content, doesn’t work without Internet

VirtuApp Metrics/KPI analytics

App uninstalls, average app usage time, number of app crashes, most viewed, least viewed content

Perform tasks & communicate

After performing all the tasks the role of the user is to promote the app to others and encourage them to use it.

VirtuApp App Features

Call to Action buttons, Enquiry function, view notifications, Share & Manage app, Custom functionalities*: View & manage orders/loyalty points/Service requests/warranty Support etc (Need to be developed as per requirements)

App Owner Responsibilities

Respond to requests and messages, manage broadcasts, manage APIs

Consumer critical moments of truth

Custom functionalities may not work in offline mode

VirtuApp Metrics/KPI analytics

Number of messages sent & received, most shared content and custom functionality metrics
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