Assignment #1: Customer Journey mapping (including a section which provides information about a persona)

Customer Journey mapping is a useful tool to understand how existing services work and uncover pain points and opportunities for improvement. Customer journey maps are used to visualize the overall experience a customer has with a service. Customer journey mapping may include any stages of service consumption (pre-purchase, service encounter, and or post-encounter stages). Examples of these stages are recognizing a need, searching for a specific service, booking and paying for it, and using the service, as well as maybe complaining if something goes wrong, or using the service again.

For this assignment, your task is to develop a “current state[1]” journey map in which you include steps where a customer is interacting with a company and highlight (list and visualise) all the key steps of an experience. The journey map should be structured as a sequence of steps (often also referred to as events, moments, experiences, interactions, activities, etc.).

You can develop a high-level map which shows an overall end-to-end experience or develop a more detailed map which focuses on one step of a higher-level journey and describes micro-interactions in that step.

Please note that in addition to the steps and stages, you need to include a section (either in a separate page or as part of your journey map) which provides information about the persona.

[1] Current-state journey maps describe how a user/customer experiences an existing service. Whereas, future state journey maps are used to visualize the potential experience customers may have with a not-yet-existing service. For this assignment your task is to focus on an already existing service and develop a current state journey map.

Also have a look at theCustomer Journey mapping sample to understand better and know exactly what want

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