First online grocery order journey map template
A journey map for someone placing a first online grocery order, with pain points and ideas at each stage. Use it as a retail model.
- Stages
- 5
- Persona
- Sam, a busy parent who has only ever shopped in store
The journey
- Title
- Placing a first online grocery order
- Goal
- Get a week of food delivered without having to redo the order
Stages
| Stage | Feeling | Pain points | Opportunities |
|---|---|---|---|
| Discover | Neutral | Delivery charge only appears at the very end | Show the delivery fee and first-order offer on the homepage |
| Build basket | Negative | No way to import a past shop. Substitution rules are unclear | Let people start from a "usual shop" list and explain substitutions up front |
| Checkout | Negative | Slots shown only after account creation | Show available slots before asking for an account |
| Delivery | Positive | Two items substituted with no warning | Message about substitutions before the driver leaves |
| Reorder | Very positive | Reorder button is buried in the account menu | Put "Reorder last shop" on the homepage for returning customers |
Questions
Frequently asked questions
What's in the first online grocery order journey map template?
5 stages, each with actions, touchpoints, thoughts, pain points, opportunities and a feeling score. The table shows the pain points and opportunities.
Is the content real?
No. It's a fictional example built to show how the parts fit together. Replace every stage with what you've learned from real users.
What happens to my own work when I load it?
Nothing is lost silently. You'll see an Undo for ten seconds after it loads, and the Journey Map asks first if it would replace work you've already written.
Do I need an account?
No. You can build, preview and download without signing in. You only sign in to share a link or save your work.