Using journey maps to build an accurate picture of how customers actually decide to join Scentsy as a Consultant, replacing internal assumption with real interviews and survey data.
Starting with initial thoughts and internal beliefs, I created a rough journey map as a starting point. Incorporating interviews and focus groups, I was able to add, delete, and change touchpoints and thought processes for customers who wished to join Scentsy as Consultants. Digging further, I uncovered opportunities from the largest pain points, and the company was able to adjust the enrollment program to ease those pain points directly.
Further exploring through surveys, I mapped out the journey of a typical customer looking to join Scentsy. Although the resulting map was complex, it helped clarify and challenge the internal belief of what the "typical journey" of a customer looking to join Scentsy actually looks like.
If you're looking for a senior UX leader who runs on data, ships with conviction, and doesn't confuse activity with impact. Let's talk.
iamgaryengel@gmail.com →