Empathy Map
Say
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While shopping online, you can
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Thinks online shopping for furniture is
easily be influenced by content
quite unpopular due to people’s
creators, reviews, price deals, etc.
preference to touch and experience the
It is important to look at multiple
items.
reviews to get many perspectives and
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Think
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Believes website certification can be
opinions about the product.
helpful to ensure safety and trust for
With the growth of online shopping
customers.
services, consumerism is at an all-
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time high currently.
Thinks the wishlist feature can make
people want to constantly purchase items
that they fancy, even if it is not needed.
Does
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Always pay cash on delivery if it is a
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Felt extremely frustrated and
first-time purchase to ensure safety.
disappointed while trying to cancel and
Avoids ordering multiple items from a
rebook a flight online due to poor
new website since you do not know the
customer service response and help.
quality of their products yet.
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Feel
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Feels very excited while browsing online
Narrow down the wide range of options
for accommodations and activities before
early on while shopping to avoid
a vacation.
unnecessary time wastage.
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Feels a bit of anxiety before confirming a
purchase due to unclear return policies
and doubt.