---
title: Objective
slug: lab-retail-agentic/KyoG-objective
docTags: 
createdAt: 2026-01-22T09:27:54.536Z
---

# Overarching Story

This is the experience you're about to build. Put yourself in the customer's shoes for a moment: the purchase is done, the order is on its way to the store — and Luma has a precise window to engage at the right moment, with the right message.

Over the next exercises you'll create this end to end with **CX Coworker**. First you'll analyse how customers actually buy, to understand why this pickup moment is worth investing in. Then you'll build the audience and orchestrate the journey that delivers the experience you're about to preview.

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/72X10LObMjOccC9yAW4Va_image.png)

# Experience it first 

:::hint{type="info"}
Walk through this section as your customer would. This helps you understand what they experience. Next, you'll build the required elements in AEP to create that same journey.
:::

## Upcoming delivery notification

You are preparing to pick up your yoga mat. Two days before the order arrives at the store, you receive an email from Luma with delivery details and personalized content about additional services.

- Open your email client.
- Open the email with the subject: **Your order will be ready soon!**

![](https://api.archbee.com/api/optimize/1Jp0iolWv35Z_mkI7oUiT/BMM7n8bt9bWBUAMuBZrkI_image.png)

The body of the email is personalised with the order details 

At the bottom of the email, you will find two cards highlighting additional services.

## Pickup reminder

If you don't collect your order within 3 days of it arriving, Luma's call center reaches out to make sure everything is fine.

:::hint{type="warning"}
Within a journey you can connect to any other external system that provide an API. For this use case, the journey will simulate an API call to a call center system. The endpoint is a webhook, so you can see the payload.
:::

- Open the [webhook endpoint](https://tvemea-webhook.web.app/?project=hol-retail-production-1).
- Each card represent a call from AJO to the call center API.
- Analyze the JSON payload to see the fields available.

:::hint{type="warning"}
You'll see a lot of cards, because all the other participants are going through the same steps.
:::

# What is needed

Now you've seen what the customer experience is, this is what you need to configure to enable that experience with Adobe Experience Platform.

- An **audience**
  That contains all customers with a delivery in the next 2 days.**

- A set of **offers**
  To recommend additional services to the customer*.*

- A call center **API endpoint**
  To open a ticket with the relevant information*.*

- A **journey**
  To orchestrate all the activities*.*



# Why this matters for marketers

As a marketer, you want to maximize engagement during high-intent moments - when a customer is actively expecting an interaction from your brand. With AEP and Adobe Journey Optimizer, you can trigger timely, personalized communications based on real-time delivery data, turning a logistical touchpoint into a commercial opportunity that drives additional purchases and strengthens customer loyalty.