This project presents a comprehensive customer journey mapping exercise developed for Bagaggio, focused on understanding key touchpoints, behaviors, and friction points across the digital experience.
The mapping was created collaboratively using Miro, and serves as a tool to optimize marketing communication, CRM flows, and cross-channel engagement.
- 🔍 Goal: Improve customer experience by identifying gaps and opportunities across different journey stages
- 💼 Company: Bagaggio (Brazil)
- 🛠️ Tool: Miro
- 🎯 Focus: Awareness, Consideration, Purchase, Retention
Click to view the full interactive map:
👉 Miro - Consumer Journey at Bagaggio
⚠️ The board is currently in Portuguese. An English version is being prepared.
- Awareness: Ads, social media, referrals
- Consideration: Website, WhatsApp, chat, product comparison
- Purchase: Cart behavior, shipping/payment options
- Post-Sale: Follow-up, returns, CRM automation
- Retention: Email flows, loyalty offers, reviews
- Translate to English
- Add KPIs per journey stage
- Link each touchpoint with data/automation opportunities
This is a real-world strategic project that showcases my experience working with:
- Digital marketing strategy
- UX & customer experience mapping
- CRM optimization using visual tools