Empathy Map Worksheet

Our customers need a better way to use digital banking because easy to transact and reduce transaction
costs.

Our customers need a better way to: get awareness about digital products of banking

Because: it reduces to visiting bank in this lockdown period situation and reduces transaction costs to
bank

Thinking – How to make them to use

Seeing – who are all accessing?

Doing – prepare effective content to reach them

Feeling – make them comfortable

how you plan to collect the information you’ll need for your empathy map: Collect the database who
are age is below 35 and having email id

Sharpen your focus on the avatar

Thinking – future trend

Seeing – present audience

Doing – make them highly satisfy

Feeling – convert it to long standing customer

Experience Map

How does the prospect find you? What’s the first point of contact? Does she initiate it, or do you?

Develop page with all necessary keyword in SEM. Once they enter into page by put attractive
discount, make them as regular buyer.

What does the sales process look like today? Anything you know should be fixed?

Special discount to regular buyer and extra credit or discount for referral.
What kinds of web-findable content (blog, YouTube channel, podcast, etc.) are available to the
prospect so she can begin to educate herself about your product or service? What questions are
answered? How will that content be crafted to be both interesting and useful/relevant to the
prospect’s problems?

Run a campaign as in Facebook- Like, Comment and Share – mail the screenshot and receive
coupon, etc.,

What motivates the prospect to raise her hand for permission-based content, like an opt-in email list?
What makes taking that action irresistible for her?

Mail content should not make irritate and should not unsubscribe. That should be taken care at
most.

What does the prospect need to know in order to make an informed decision to buy?

Price should be less than competitor. Watch the competitor site and update price for make
customers hold.

What does she need to believe and experience in order to be delighted to become a client or
customer?

The customer should provide positive opinion and word of mouth is to be positive.

What does the actual purchasing experience look like? What are the steps? How could that process be
made simpler and more enjoyable?

Welcome discount and special membership discount

What happens immediately after the purchase is made?

Get the positive review provide special discount to buyback.

How is the product or service delivered today? How could you make that experience more satisfying
for this avatar?

Show the detail tracking of where the package is there and most accurate delivery date and
time. It results more satisfaction

What is the plan for staying in touch with this new customer? For ensuring that she’s having an
excellent experience with your product or service?

By checking purchase history and referral tree

How does a delighted customer find out how to refer you to others? What are the steps of that
experience?
 Provide extra discount for referral. They provide extra revenue and new customer base for us,
without spending in other ways.

High Five Content

You’ll be creating lots of “High Five” content throughout your content program, but if you have any
preliminary thoughts on pieces you know you’ll want to create, you can note them here:

Effective referral program.