Journey
Ecommerce & retail digital
A shopper finds a product, compares, pays, waits for delivery, and decides whether you are a store or a one-off.
Use this for DTC, retail, and any catalogue business where care after purchase is half the brand.
Open on the map- 01
Browse
How do they find the product among a thousand lookalikes?
Paid creative & testingGet a specific promise into the ad, then test it against the real landing experience.
Performance video adsGet enough honest product-ad variants to test, without letting the model invent claims, features or fit.
Campaign operations & media buyingDecide what to launch, bid, pause, pace or reallocate today — with guardrails, not an unsupervised spend agent.
Revenue attributionSee the journey that includes ads, SDR interactions and an opportunity, then pick a model without pretending it is causal truth.
Media-mix & incrementalityAsk what incremental business effect a different allocation is likely to create — with uncertainty and constraints visible.
Social & communityStay present, useful, and on-voice without turning every channel into the same broadcast.
Organic content & SEOBe findable for a real job-to-be-done, then move the reader toward a useful next action.
Website & landing pagesHelp a visitor understand the offer, trust the brand, and choose a next step without hunting.
Web experience build & iterationShip a contained experience fast. Public production still needs an owner for code, analytics, accessibility, performance, SEO, privacy and security.
Product imagery & catalogueGet SKU-accurate catalogue images at volume, with brand control and a human check before a shopper trusts the picture.
- 02
Consider
What answers the size, fit, or ‘is this for me’ question?
Website conversationAnswer from owned knowledge, guide the next step, and capture intent before the visitor leaves. Do not buy a contact-centre platform for this job.
Website & landing pagesHelp a visitor understand the offer, trust the brand, and choose a next step without hunting.
Messaging (WhatsApp, chat)Reply in-channel, stay on-voice, and hand off to a human before the thread goes stale.
Product-in-context & stagingHelp a buyer see the thing in a place like theirs, without inventing a different product.
Virtual try-on & fashionAnswer ‘how does this look on a body like mine’ with product sizing data and a truth lock, not a fashion hallucination.
Product video & PDP motionDramatise the product the shopper can actually buy. A video must not invent how it performs.
3D / AR product discoveryThe buyer examines or places the real SKU, not a generated lookalike they cannot return against.
- 03
Buy
What still kills conversion after they meant to purchase?
Checkout & contractClose cleanly, collect what operations need, and start the relationship without a scramble.
Enquiry & formsMake it easy to raise a hand, collect enough context, and route the request to the right person.
Email nurtureContinue a relevant conversation until the person is ready to act — without feeling like a drip machine.
- 04
Receive
Does delivery and unboxing match the ad they clicked?
OnboardingGet the customer to first value quickly, in their language, with a clear owner if they get stuck.
Email nurtureContinue a relevant conversation until the person is ready to act — without feeling like a drip machine.
Support & careResolve quickly, escalate cleanly, and keep answers consistent with policy and product truth. HEA-World is not a contact-centre replacement.
- 05
Care
Returns, defects, ‘where is my order’ — who answers at 21:00?
Support & careResolve quickly, escalate cleanly, and keep answers consistent with policy and product truth. HEA-World is not a contact-centre replacement.
Messaging (WhatsApp, chat)Reply in-channel, stay on-voice, and hand off to a human before the thread goes stale.
Billing & adminMake commercial admin predictable, and flag exceptions before they become churn.
- 06
Reorder
What makes the second order easier than the first?
Email nurtureContinue a relevant conversation until the person is ready to act — without feeling like a drip machine.
Review & referralInvite advocacy at the right moment and make it easy to say something true in public.
Website conversationAnswer from owned knowledge, guide the next step, and capture intent before the visitor leaves. Do not buy a contact-centre platform for this job.