For the owner, manager, and staff, it is important to know the costumers and how they act in order to make the best apps, SoMe, and Webpage but also so they have the best chance to meet the costumer needs in-store. 

Therefore, I have made a persona and tried to mimic her costumer journey to get a better understanding of who a typical costumer could be. 

Here we have Katie Green, a young PA from London who needs a bike to commute to work. What is important to take from this persona is her use of social media, her need to be social, and to try to figure out how to work around her frustrations. 

Using the touch points in Katies costumer journey, I have set up what the employees can do to create the best experience for Katie.
Firstly, it is very important how the company choose to brand themself on SoMe. As a user of all platforms Katie is very likely to do a lot of research across all platforms, and therefore the company needs to be visible and active everywhere.

The company also needs to be able to adapt when Katie asks for a deal including a discount for promotion. This way the company is able to get a bigger clientele and reach a younger audience.