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 they'd 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.
Sample Solution