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Pre purchase - Coggle Diagram
Pre purchase
Engagement
Post purchase
Is requested by the delivery person to give feedback, leaves feedback and receives scratch cards/ reward points.
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Visits Nykaa website/ app to find out more about the service and is greeted by Naaya, the virtual voice assistant who helps them build their new Nykaa you profile.
Naaya asks about their requirements and budget etc and suggests the best recommendations for products and services suitable for the customer.
Post approval Naaya adds everything approved to cart and examines the cart for best combinations etc, alarming the customer about any avoidable items in the cart. She then makes the final booking post approval.
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- Has sore muscles & is exhausted but feels too tired to go to the massage parlor.
- Wants to get a haircut/ get waxed etc but fears visiting a salon owing to covid/ has inhibitions about hygiene.
- Is a beautician/ makeup artist and wants to learn more and excel.
- Is a newbie and wants to get started with makeup and skincare but doesn't know where to start from.
- Views a youtube ad about Nykaa You while watching videos.
- Sees Nykaa's posts on social media about Nykaa You services.
- Hears about it from a friend/ acquaintance.
- Watches reviews by social media influencer about the services.