Build the journey around customer questions
Use this map to identify missing explanations rather than to promise a particular delivery process.
| Stage | Customer question | Needed explanation |
|---|---|---|
| Before purchase | What qualifies? | Eligible purchase and important conditions |
| After the order | What happens next? | Current stage and expected next communication |
| After a decision | What was the outcome? | Eligibility result and applicable next action |
| At access | How do I use this? | Card instructions, terms, and support destination |
| If the order changes | Does this affect the incentive? | The applicable offer treatment and responsible contact |
Avoid gaps between teams
The store may explain the promotion while another responsible party supplies card instructions. Customers should understand that transition without being sent back and forth between teams for the same question. Assign the explanation as carefully as the task.
Make the journey usable on mobile
Keep the store name, incentive context, and next step visible without relying on a large graphic or a long document. Readable terms and a clear support route matter as much as the headline benefit.