{
  "docId": "019dd923-5de0-76bd-a164-6d605efb14e8",
  "docSlug": "a2c839f5d45fb583",
  "documentTitle": "eReadiness 2023 Survey",
  "authorId": "Strategy_and",
  "authorName": "Strategy&",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "landscape",
  "aspectRatio": 1.778,
  "pageNumber": 17,
  "pageCount": 83,
  "prevPage": 16,
  "nextPage": 18,
  "slideType": "customer_journey",
  "function": "analyze_data",
  "density": "dense",
  "nDataPoints": 14,
  "notes": "The slide uses a funnel-like visualization for the online journey steps and a vertical gauge/dot plot for NPS comparison.",
  "elementsJson": [
    "process_diagram",
    "bar_chart_vertical",
    "bar_chart_grouped",
    "callout_box"
  ],
  "metadataConfidence": 1,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5de0-76bd-a164-6d605efb14e8/17",
  "deckHref": "/decks/019dd923-5de0-76bd-a164-6d605efb14e8",
  "deckJsonHref": "/decks/019dd923-5de0-76bd-a164-6d605efb14e8.json",
  "deckAnchorHref": "/decks/019dd923-5de0-76bd-a164-6d605efb14e8#slide-17",
  "components": [
    {
      "bbox": null,
      "kind": "callout",
      "text": "Almost all (99%) customers had online consultation",
      "attrs": null,
      "subkind": null,
      "toolName": "Visual emphasis",
      "toolSlug": "visual-emphasis",
      "confidence": null,
      "componentId": "019dd951-e592-7177-ac4b-3a41c5fda983",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.45,
        "w": 0.64,
        "x": 0.03,
        "y": 0.48
      },
      "kind": "chart",
      "text": "Activity completion rates for online journey steps",
      "attrs": null,
      "subkind": "bar-vertical",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "d437439e-cbcb-428f-bce1-28d730ad6fa0",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.55,
        "w": 0.28,
        "x": 0.68,
        "y": 0.38
      },
      "kind": "chart",
      "text": "NPS comparison between online and offline purchase processes",
      "attrs": null,
      "subkind": "dot",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "246be26e-ebb6-4c3f-9836-76e6dcefd028",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.08,
        "w": 0.64,
        "x": 0.03,
        "y": 0.38
      },
      "kind": "diagram",
      "text": "Online customer journey process flow",
      "attrs": null,
      "subkind": "customer-journey",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "c41d99ad-620c-42d9-9a11-ad8d264147ed",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.06,
        "w": 0.18,
        "x": 0.48,
        "y": 0.82
      },
      "kind": "legend",
      "text": "67% of customers required home delivery",
      "attrs": null,
      "subkind": null,
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "28c45abb-437c-4e12-bdee-210587b3cf34",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.06,
        "w": 0.18,
        "x": 0.25,
        "y": 0.48
      },
      "kind": "legend",
      "text": "Almost all (99%) customers had online consultation",
      "attrs": null,
      "subkind": null,
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "94ba7dc4-d283-4a21-8bc8-64e627cd2c8c",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": null,
      "kind": "metric",
      "text": "NPS: 45%",
      "attrs": null,
      "subkind": "primary",
      "toolName": "Quantification",
      "toolSlug": "quantification",
      "confidence": null,
      "componentId": "019dd951-e592-7177-ac4b-3f105dd24622",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "h": 0.08,
        "w": 0.95,
        "x": 0.03,
        "y": 0.08
      },
      "kind": "title",
      "text": "Online buyers show lower satisfaction than offline ones - except in the APAC region - with online payment representing a key barrier to an end-to-end journey",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "9e6e317f-2ac0-4548-9b33-a99efb3b1185",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [],
  "tools": [
    {
      "name": "Customer journey map",
      "slug": "customer-journey-map",
      "agent": null,
      "layer": "slide",
      "matchId": "72fd4a2c-be73-4797-bdbd-ea32c134cbb0",
      "evidence": "Online customer journey process flow",
      "confidence": 0.8
    }
  ],
  "frameworks": [
    {
      "name": "customer-journey-map",
      "slug": null,
      "matchId": "0ac28b5a-c003-4765-b7d2-75eaf714e02a",
      "evidence": "Visualizes the stages of the online purchasing process",
      "confidence": 1
    }
  ],
  "arcBeats": [
    {
      "to": 40,
      "from": 13,
      "beatId": "d3508c8a-889a-4591-90ac-b1f015b4c615",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Evidence & Proof",
      "beatSlug": "consultants-gambit-evidence-proof",
      "evidence": "Detailed analysis of EV owners, prospects, and skeptics",
      "position": 2,
      "confidence": 0.8,
      "parentBeatName": "Evidence",
      "parentBeatSlug": "evidence"
    }
  ],
  "loops": [],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}