JourNEy Map for Laptop repair

When you rely heavily on your laptop for personal and professional work, dropping it off for repair can be very stressful.

The journey map above identifies the customer persona (me) and each touchpoint I had with Apple until the laptop was repaired and returned.

I also recorded my emotions at each touchpoint channel. Once the journey was complete, three (3) pain points were identified, which can now be used as areas of opportunity for Apple to improve its repair service.