Grocery Shopping User Journey Map

Understanding the needs of the contemporary grocery shopper

Pain Points
Opportunities
Riley
Kendra
Rosalynd
Gibson

Gibson's Profile

Shopping Frequency: Every two weeks

Time Spent: About an hour and a half

Preferred Stores: Costco or Sam’s Club

Delivery Usage: Occasionally uses when in a hurry

Planning

Actions

Plans grocery trip biweekly

Checks bulk needs and home inventory

Thoughts

"I want to stock up enough for two weeks"

🙂

Pain Points

None significant during planning phase

Opportunities

Bulk shopping list templates

Inventory reminder systems

Store Selection

Actions

Chooses between Costco or Sam’s Club based on needs

Thoughts

"Where can I get the best deal on bulk items?"

🤔

Pain Points

Potentially limited to stores that require memberships

Opportunities

Price comparison for bulk items across warehouse stores

Shopping Experience

Actions

Spends 1.5 hours in store

Shops in bulk

Walks through warehouse layout

Thoughts

"This will last me a while"

"These prices are good for bulk"

😌

Pain Points

Shopping takes a long time

Opportunities

Navigation tools for warehouse-style stores

Checkout

Actions

Waits in checkout line unless using mobile scan feature

Pays for groceries

Thoughts

"I wish all stores had mobile scan like Sam’s Club"

😤

Pain Points

Dislikes waiting in lines

Stressed about spending money

Opportunities

More widespread mobile scanning and app-based checkout

Budget tracking at point-of-sale

Post-Shopping

Actions

Loads and stores bulk groceries at home

Thoughts

"I’m set for a couple weeks"

🙂

Pain Points

None mentioned, though storing large quantities might be a concern

Opportunities

Bulk storage tips

App reminders for perishables

Riley's Profile

Shopping Frequency: Once a month

Time Spent: Around an hour

Preferred Stores: Walmart/Safeway/Target

Delivery Usage: Never for groceries, uses DoorDash 5 times a month

Planning

Actions

Makes monthly shopping list

Decides which store to visit

Thoughts

"I need to plan carefully since I only go once a month"

😐

Pain Points

May need to remember a lot of items for a full month

Opportunities

Monthly planning tools or budget calculators

Store Selection

Actions

Chooses between Walmart, Safeway, or Target

Thoughts

"Which store will have everything I need today?"

🤔

Pain Points

May need to visit multiple stores

Opportunities

Store inventory comparison tools

Shopping Experience

Actions

Spends around an hour in store

Navigates store layout

Selects items

Thoughts

"What was on my list again?"

"This seems expensive"

😕

Pain Points

Concerned about prices

Prices don't include taxes until checkout

Opportunities

Real-time price/tax calculator

Interactive shopping list that matches store layout

Checkout

Actions

Waits in line

Discovers final price with taxes

Pays for groceries

Thoughts

"The taxes make it more expensive than expected"

😠

Pain Points

Surprised by final price after taxes

Opportunities

Pre-checkout price calculator with tax estimation

Express checkout options

Post-Shopping

Actions

Transports groceries home

Stores items for a month

Thoughts

"Hope I bought enough to last the month"

😐

Pain Points

May run out of items before next monthly trip

Opportunities

Pantry management tools

Small-item delivery service for emergencies

Kendra's Profile

Shopping Frequency: Twice a month

Time Spent: 1-2 hours

Preferred Stores: Fresh Market (primary), Meijer (for non-food items)

Delivery Usage: Never uses grocery delivery services

Planning

Actions

Creates bi-weekly shopping list

Plans visits to multiple stores

Thoughts

"I need to figure out which items to get at which store"

😐

Pain Points

Needs to plan for multiple store visits

Opportunities

Multi-store shopping list organizer

Store Selection

Actions

Visits Fresh Market for food items

Visits Meijer for non-food essentials

Thoughts

"I wish one store had everything I need"

😕

Pain Points

Time consumption visiting multiple stores

Opportunities

One-stop shopping with quality produce options

Shopping Experience

Actions

Spends 1-2 hours shopping

Carefully selects produce and meat

Navigates crowded store

Thoughts

"This produce doesn't look fresh"

"It's too crowded in here"

😡

Pain Points

Crowded stores

Poor quality or out-of-stock produce/meat

Slow restocking

Opportunities

Real-time inventory monitoring

Produce quality ratings

Less crowded shopping paths

Checkout

Actions

Waits in long checkout lines

Pays high prices for groceries

Thoughts

"These lines are taking forever"

"These prices are so high"

😠

Pain Points

Long wait times at checkout

High prices

Opportunities

Mobile checkout options

Value transparency

Queue management system

Post-Shopping

Actions

Transports groceries home

Stores items for two weeks

Thoughts

"I hope the produce stays fresh"

🙂

Pain Points

Produce may spoil before next shopping trip

Opportunities

Produce freshness tracking

Storage optimization tips

Rosalynd's Profile

Shopping Frequency: Once a week, sometimes twice for last-minute items

Time Spent: Around 45 minutes

Preferred Stores: Walmart

Delivery Usage: Once every few months

Planning

Actions

Creates weekly shopping list

Decides on Walmart as primary store

Thoughts

"Walmart has everything I need in one place"

🙂

Pain Points

Occasionally needs last-minute items mid-week

Opportunities

Predictive shopping list based on previous purchases

Store Selection

Actions

Consistently shops at Walmart

Values convenience and affordability

Thoughts

"I like having everything in one place at affordable prices"

😊

Pain Points

None significant in store selection

Opportunities

Loyalty rewards for consistent shoppers

Shopping Experience

Actions

Spends about 45 minutes shopping

Personally selects produce

Navigates store layout

Thoughts

"I need to backtrack to get items I missed"

"I want to select my own produce"

😕

Pain Points

Unintuitive store layout causing backtracking

Items sometimes out of stock

Opportunities

Optimized shopping path based on shopping list

Real-time inventory alerts

Checkout

Actions

Waits in long lines, especially on weekends

Checks out all items

Thoughts

"These weekend lines are so long"

😠

Pain Points

Long checkout lines, especially on weekends

Opportunities

Queue prediction and management

Expanded self-checkout options

Post-Shopping

Actions

Transports groceries home

Stores items for the week

May need to make additional trip for forgotten items

Thoughts

"Did I remember everything I needed?"

😐

Pain Points

Sometimes forgets items, requiring extra trips

Opportunities

Smart shopping list that learns from past forgotten items

Quick delivery option for forgotten essentials

Key Insights & Opportunities

Common Pain Points:

Design Opportunities: