Implementation:

Steve Wozniak, co-founder of Apple, expressed that software should be "intuitive, easy to use, and designed to enhance user happiness."

Your customers' sales journey should be straightforward and intuitive. Tasks reviewing inventory, checking out, adding items, or substituting products mirror basic transactions that occur in physical stores.

Just as these experiences are essential in retail stores, the online and mobile app sales journeys should be equally seamless, if not more so (it is easier for customers to purchase elsewhere when your application is difficult to use vs. a customer exiting your brick-and-mortar retail store to purchase elsewhere).

An increase in negative experiences, or "Nos," can deter customers from purchasing your products or services, while positive experiences, or "Yeses," can boost sales, enhance per transaction revenue, and increase customer lifetime value.

During the Implementation and Optimization phase with Uber Eats, high expectations for the final product (customer's sales journey) were established and reinforced through communication among stakeholders at various levels, including investors, executives, management, and engineers.

The production of Swan Lake served as a metaphor for our final product expectations. Each performance is meticulously choreographed, rehearsed, and refined, culminating in a polished Broadway show.

Similarly, Uber Eats' customer sales journey should be user-friendly and visually appealing, creating a memorable experience that leaves a lasting impression.

To capture market share from new adjacent markets, Target corporation-owned Shipt was used as a benchmark to exceed customer expectations. Target purchased Shipt to compete against rivals Amazon and Walmart. Then integrated the delivery company perfectly to provide its customers a seamless omni-channel experience.