This article illustrates the customer's user journey as a user's story. Its protagonist, Mr. Wu, begins by looking for a product and scanning a QR code to follow the brand's OA on WeChat, then connects his mobile phone to Splio and is invited to a loyalty program, all while gaining achievements in the journey.
The user's journey of Mr. Wu
Mr. Wu is a WeChat user. He uses his WeChat account to follow his friends and co-workers, news outlets, and brands he likes.
One day Mr. Wu goes to a store to buy a bottle of shampoo. In the store's doorway, he sees a banner advertising a brand of cosmetics for men he sometimes likes to use. There is also a QR code on the banner to follow the brand's official account: if you scan the code, you can get promotional offers and discounts.
Mr. Wu does not hesitate. He likes the brand but he has not been following its account. A few minutes later, while still at the store, he gets a message offering him a 10% discount coupon. All he has to do is to share his mobile phone number with the brand. He sends his number. Hoping to receive the coupon quickly, Mr. Wu replies to the message sending his number.
Here it is! A new message arrives when Mr. Wu is queueing at the checkout. The discount coupon is inside. At the checkout, Mr. Wu shows the coupon on his mobile to the attendant, who scans it. He then pays with his phone, as usual.
When Mr. Wu gets home, there is a new message waiting for him on WeChat: an invitation to the loyalty program of the brand he has started following. As soon as he accepts, he will be able to collect points for purchases and collect rewards.
Mr. Wu's journey in Splio
Mr. Wu's story illustrates, in a condensed way, the integration between WeChat users and Splio loyalty.
When the story begins, Mr. Wu has already created a WeChat contact, but this fact is not known to Splio. Likewise, scanning the QR code is equal to following the official account of the brand, which registers in WeChat but not in Splio.
The key moment is when Mr. Wu enters his mobile phone number: it is the binding with mobile achievement and it is then that Splio can connect Mr. Wu's Splio contact with his WeChat account.
By paying with his mobile phone, Mr. Wu allows WeChat's payment service to register this transaction, which is then shared with Splio. This grants Mr. Wu the first purchase achievement.
When we left Mr. Wu, he had just received an invitation to a loyalty program. If he does, he will gain the join loyalty program achievement. Additionally, since he bounded his mobile number to Splio, the next time he buys anything from this brand, he will obtain the second purchase achievement.
Where to find user's journey in Splio
For a detailed view of the customer's user journey, go to WeChat > WeChat Users and select the user you want to see.
You will see the achievements, each on its own timeline. The lines begin on the left at the moment when the account was created, and continue until now on the far right.