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.

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.

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.