SAYS

DOES

THINKS

FEELS

"Is this the best price I can get?" "Will this product meet my expectations?" "How fast will it arrive?" "Are there any hidden fees?" "Can I trust the reviews on this site?"

"Does this have free shipping?" "I hope it looks like the photos." "Where's my tracking number?" "I need to read the reviews first." "Why is this taking so long to load?

"Compares prices across multiple websites." "Reads product reviews and checks star ratings." "Filters and sorts by price, reviews, or shipping speed." "Abandons the cart if checkout is too complicated." "Saves items for later or waits for a discount."

Excited when they find a great deal or discover a new product. Anxious about payment security or sharing personal information. Impatient if the page load times are slow or if checkout is complex. Overwhelmed by too many product options or information overload. Frustrated by unclear return policies, unexpected fees, or delayed shipping.

EMPATHY MAP