Subscriptions can be an exciting canvas with multiple facets and new ways to imagine experiences!
Will a subscription encourage people to only buy as per need?
Or will it encourage mindless delivery of products that are not used / opened?
This is why, Customer journeys need to be mapped holistically.
Subscription journey maps need to include 3 critical things:
– User experience from a customer point of view
– Sustainability centric perspectives
– Business model use cases
How well is the persona and journey mapping done in your company?
I had a very interesting conversation on this with Amandeep Singh Kochar, Business, Director – New Delhi, VMLY&R.