Sarah Thompson
Gender: Female
Age: 35 years old
Occupation: HR Director
Location: Chicago, IL, USA
Scenario
Sarah visits the PaySense website after a recommendation from a fellow business owner.
She is immediately reassured by the tagline: "We help payments make sense" and the promise that their services come at no cost unless savings are found.
The website seems a great way to ask for personal advice
Expectation
- Easy and efficient process to uncover and reduce hidden payment processing fees.
- Clear and transparent communication about fees and potential savings.
- Continuous support and monitoring to ensure long-term optimization.
| Awareness | Consideration | Conversion | Exploration | Retention | |
|---|---|---|---|---|---|
| Steps | Recommendation | Website | Payment | In-web navigation | Active use of the app |
| Thinking | What is she thinking about at this stage ? There is a way to reduce my payment processing fees? |
How exactly can PaySense help me save money? She thinks about payment help her to reduce her transaction fees and make more money |
What is she thinking about at this stage ? Is this service worth trying? Will it really save money? |
What is she thinking about at this stage ? How much have I been overpaying? How will this benefit my business? |
What is she thinking about at this stage ? I'm glad I reduced those fees, but how do I ensure they stay low? |
| Doing | What is she doing at this stage Asking other business owners in the same industry, about solving this problem |
What is she doing at this stage Visiting the PaySense website to learn more about their services |
What is she doing at this stage Uploading her payment processing statement for a no-cost analysis. |
What is she doing at this stage Reviewing the detailed report provided by PaySense and understanding the hidden fees and mark-ups. |
What is she doing at this stage Actively engaging with PaySense's continuous monitoring service and reviewing monthly updates. |
| Timing | 15-45 sec | 60-180 sec | 15-20 sec | 1 min - 5 min | 1 min - 5 min |