Tesco App Customer Journey Map Positive Experience Negative Experience 5 4 3 2 1 2 3 4 5 Finding & downloading the app Sign up, personalised through name, email No Registration reward & number User In-app guide User created shopping list App shows club card User has to pre book discount items and slow no immediate point accumulation delivery option No suggestion on offers/value for points items Minimum £40 Large menu basket charge option range & offers outside of loyalty No Apple pay/wallet click & collect, functionality Delivery options Select nearest store through geo-location Delivery purchase process remains in app using Tesco Delivery Payment through card payment method Complete payment confirmation & points earned 2022 MMR Competitor Analysis 17
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