Skintek, a company specializing in advanced skincare solutions, aims to enhance its customer experience by developing a comprehensive customer journey map. The project involves creating a detailed map that defines a target persona and scenario, outlines key stages, actions, and touchpoints, and fills in the user’s thoughts, emotions, and pain-points. By identifying opportunities and determining which customers to focus on, Skintek seeks to refine its customer engagement strategy. The project will also define actionable steps and identify key performance indicators (KPIs) to measure success. This initiative will allow learners to apply their knowledge of customer experience design and strategic planning, ultimately contributing to Skintek's goal of improving customer satisfaction and loyalty.

The project deliverables include a comprehensive customer journey map that clearly defines the target persona and scenario. It will outline key stages, actions, and touchpoints, and document the user’s thoughts, emotions, and pain-points. Additionally, the map will identify opportunities for improvement, specify which customers to focus on, and define actionable steps and next steps. Finally, the project will include a list of KPIs to track the effectiveness of the customer journey enhancements.