Customer Journey Template

The purpose of this assignment is to pull together what you have learned about a problem and the people who experience the problem and demonstrate your empathy for the PROCESSES AND PAIN they experience with alternative solutions. Great processes may elicit delight. Terrible processes likely elicit frustration. Opportunity lives at the intersection of problems people and pain! Understanding your customers journey with current alternatives may reveal windows of opportunity where you can make things better. You must complete both pages of the customer journey template provided below. You must use observation experiences and (at your own risk) imagination to describe what your customer persona experiences with a particular solution (the one you think theyd be most likely to use) when faced with a particular situation (i.e. jobs-to-be-done in some setting). You must do this for five phases of their journey – when they first became AWARE of their alternative how they ASSESS the quality/helpfulness of the alternative (is it easy/hard to evaluate and choose) how they make a PURCHASE what the USE EXPERIENCE is like and what the POST USE experience is like. On the second page you must characterize how these experiences make your customer persona feel and describe why poor processes are not better and how you might improve things to make those processes delightful. This is a relatively complex assignment because it is multi-faceted. Let me offer a few important tips: Remember that this is NOT a description related to YOUR IDEA. You are describing how ONE PERSON (persona) interacts with ONE CURRENTLY AVAILABLE SOLUTION. This is easier if you think of each column like you are filming scenes in a movie – what happens when your customer first becomes aware of this solution? What happens when they use it? etc… If you can use your empathy to “see” the action facial expressions emotions etc. you should be able to fill this out effectively. Its OK to leave a cell or two blank if you dont think filling them out makes sense but you should be able to fill out all or almost all of these if you close your eyes and create “mini-movies” of your customer interacting with the current alternative you selected. On the second page your are asked to suggest barriers to delightful experiences and ways you could improve those experiences. Its OK to leave a couple of those blank if the current experiences in particular phases of the journey are awesome (and therefore hard to improve – e.g. Amazons one-touch purchasing process). Remember that this is NOT a description related to YOUR IDEA. You are describing how ONE PERSON (persona) interacts with ONE CURRENTLY AVAILABLE SOLUTION.This is easier if you think of each column like you are filming scenes in a movie – what happens when your customer first becomes aware of this solution? What happens when they use it? etc… If you can use your empathy to “see” the action facial expressions emotions etc. you should be able to fill this out effectively.Its OK to leave a cell or two blank if you dont think filling them out makes sense but you should be able to fill out all or almost all of these if you close your eyes and create “mini-movies” of your customer interacting with the current alternative you selected.On the second page your are asked to suggest barriers to delightful experiences and ways you could improve those experiences. Its OK to leave a couple of those blank if the current experiences in particular phases of the journey are awesome (and therefore hard to improve – e.g. Amazons one-touch purchasing process).

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