In this exercise, you step outside the customer's perspective. Rather than experiencing the journey as Luma's customer, you take on the role of a data analyst who has been asked to investigate post-purchase behavior — specifically around the in-store pickup phase — to identify opportunities to increase repeat purchases.

In the previous phases, you followed the customer through discovery, purchase, and delivery communications. Now, you shift focus: there is no customer-facing experience to design here. Instead, the work happens behind the scenes.

Using Customer Journey Analytics, you will analyze behavioral data from Luma's post-sale phase. The goal is to understand how customers behave after choosing in-store pickup — and whether that moment represents an untapped opportunity to drive repeat purchases.

This is what you need to configure in Adobe Experience Platform.

As a marketer, you want to shorten the time between purchases and increase conversion. With AEP and Customer Journey Analytics, you can identify behavioral patterns across delivery channels to uncover high-engagement moments - like in-store pickup - and turn them into targeted opportunities that drive repeat purchases and grow customer lifetime value.