Categories
Project scope
What is the main goal for this project?
Our company advertises thousands of products online. The main problem we are trying to solve is to improve our understanding of user experiences. We would like to understand our strengths and areas of improvement from a customer perspective.
This will involve several different steps for the students, including:
- Conducting background research on customer journey mapping, our products and customers.
- Analyzing customer responses from surveys and interviews.
- Defining the phases and touchpoints of the purchasing process.
- Incorporating user actions, emotions, goals, and pain points in the customer journey map.
- Proposing solutions to minimize pain points while meeting business goals.
Bonus steps in the process would also include:
- Developing multiple customer journey maps to account for different experiences and paths.
Our company advertises thousands of products online. The main problem we are trying to solve is to improve our understanding of user experiences. We would like to understand our strengths and areas of improvement from a customer perspective.
This will involve several different steps for the students, including:
- Conducting background research on customer journey mapping, our products and customers.
- Analyzing customer responses from surveys and interviews.
- Defining the phases and touchpoints of the purchasing process.
- Incorporating user actions, emotions, goals, and pain points in the customer journey map.
- Proposing solutions to minimize pain points while meeting business goals.
Bonus steps in the process would also include:
- Developing multiple customer journey maps to account for different experiences and paths.
What tasks will learners need to complete to achieve the project goal?
By the end of the project, students should demonstrate:
- Understanding of our company and the importance of customer journey mapping
- Analysis and understanding of customer experiences
- Understanding of the purchasing process and how the customer interacts with our company in different phases
- Recommendations for improving customer experience
Bonus steps would include:
- Mapping multiple customer journeys
Final deliverables should include
- A final report.
- A 10-minute presentation.
By the end of the project, students should demonstrate:
- Understanding of our company and the importance of customer journey mapping
- Analysis and understanding of customer experiences
- Understanding of the purchasing process and how the customer interacts with our company in different phases
- Recommendations for improving customer experience
Bonus steps would include:
- Mapping multiple customer journeys
Final deliverables should include
- A final report.
- A 10-minute presentation.
How will you support learners in completing the project?
Students will connect directly with us for mentorship throughout the project. We will be able to provide answers to questions such as:
- Our products and services
- Our current understanding of our target market
- Input on choices, problems or anything else the students might encounter.
Students will connect directly with us for mentorship throughout the project. We will be able to provide answers to questions such as:
- Our products and services
- Our current understanding of our target market
- Input on choices, problems or anything else the students might encounter.
What skills or technologies will help learners to complete the project?
In order to complete this project, students can self-teach, but it is beneficial to be familiar with:
- Market research and segmentation
- Customer journey mapping
Again, students can complete this project without any of the prior knowledge listed here. Students will be expected to research and learn more about the above as the project goes along.
In order to complete this project, students can self-teach, but it is beneficial to be familiar with:
- Market research and segmentation
- Customer journey mapping
Again, students can complete this project without any of the prior knowledge listed here. Students will be expected to research and learn more about the above as the project goes along.
Skills None provided
Resources
We can provide students with:
- A walkthrough / tutorial of our company’s products and services
- Dataset of customer responses from surveys and interviews
- Examples of customer journey maps
We can provide students with:
- A walkthrough / tutorial of our company’s products and services
- Dataset of customer responses from surveys and interviews
- Examples of customer journey maps