Order ID:89JHGSJE83839 | Style:APA/MLA/Harvard/Chicago | Pages:5-10 |
Instructions:
McMaster Customer Journey Map and Analysis
Before continuing, you will need to complete the first part of the Forum exercise where you describe a company or industry that needs innovation. Then for this assignment, you will provide a more in-depth analysis based on the chapter readings (Six Myths and the Classic Traps readings), and you will create two Customer Journey Maps to help identify problems and innovative solutions for this company or industry.
In case you missed it, here’s the reading on Customer Journey Maps. The reading includes an example assignment, however, please follow the instructions as provided below.
To do:
Describe the company or industry that needs innovation and why you think so.
Describe the ideal or average customer.
Describe what they value with regard to the product or service offered by the organization.
What primary needs are addressed by the product or service?
Create two Customer Journey Maps. You can use any software to create your journey maps, or if you want to sketch out your idea, take a picture of it and submit it with the rest of your assignment.
What did you learn from the Customer Journey Maps?
Use these two frameworks to help you think through the journey maps. Remember, the focus is on the customer experience. Here’s an example of a completed map. Note how it has been customized.
Journey Map Templates (as seen below)
Before using product or service During using product or service After using product or service other notes Key Moments that matter (what specific points in the process are critical to success and customer satisfaction) Customer emotions (what emotions may they have or feel at each stage?)
Here’s another example of a Journey Map framework from Board of Innovation, and video that may also prove helpful.
Before using product or service During using product or service After using product or service other notes Phases: What phases are a part of the customer’s journey Actions: What actions do your customer’s take during each phase? Feelings: What emotions do customers have at each stage? Channels: What channels do customers use (e.g., web, social media, mobile, in-person, etc.)
Before continuing, you will need to complete the first part of the Forum exercise where you describe a company or industry that needs innovation. Then for this assignment, you will provide a more in-depth analysis based on the chapter readings (Six Myths and the Classic Traps readings), and you will create two Customer Journey Maps to help identify problems and innovative solutions for this company or industry. In case you missed it, here’s the reading on Customer Journey Maps. Actions The reading includes an example assignment, however, please follow the instructions as provided below.
To do: Describe the company or industry that needs innovation and why you think do: Describe the ideal or average customer. Describe what they value with regard to the product or service offered by the organization. What primary needs are addressed by the product or service? Create two Customer Journey Maps. You can use any software to create your journey maps, or if you want to sketch out your idea, take a picture of it and submit it with the rest of your assignment. What did you learn from the Customer Journey Maps? Use these two frameworks to help you think through the journey maps.
Remember, the focus is on the customer experience. Here’s an example of a completed map. (????????) Note how it has been customized. Journey Map Templates (????????) (As seen below) Before using product or service During using product or service After using product or service other notes Key Moments that matter (what specific points in the process are critical to success and customer satisfaction) Customer emotions (what emotions may they have or feel at each stage?) Here’s another example of a Journey Map framework from Board of Innovation, (????????) and a video (????????) that may also prove helpful. Before using product or service During using product or service After using product or service other notes Phases:
What phases are a part of the customer’s journey Actions: What actions do your customer’s take during each phase? Feelings: What emotions do customers have at each stage? Channels: What channels do customers use (e.g., web, social media, mobile, in-person, etc.)
McMaster Customer Journey Map and Analysis
McMaster Customer Journey Map and Analysis
McMaster Customer Journey Map and Analysis
RUBRIC |
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Excellent Quality 95-100%
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Introduction
45-41 points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned. |
Literature Support 91-84 points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned. |
Methodology 58-53 points Content is well-organized with headings for each slide and bulleted lists to group related material as needed. Use of font, color, graphics, effects, etc. to enhance readability and presentation content is excellent. Length requirements of 10 slides/pages or less is met. |
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Average Score 50-85% |
40-38 points More depth/detail for the background and significance is needed, or the research detail is not clear. No search history information is provided. |
83-76 points Review of relevant theoretical literature is evident, but there is little integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are included. Summary of information presented is included. Conclusion may not contain a biblical integration. |
52-49 points Content is somewhat organized, but no structure is apparent. The use of font, color, graphics, effects, etc. is occasionally detracting to the presentation content. Length requirements may not be met. |
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Poor Quality 0-45% |
37-1 points The background and/or significance are missing. No search history information is provided. |
75-1 points Review of relevant theoretical literature is evident, but there is no integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are not included in the summary of information presented. Conclusion does not contain a biblical integration. |
48-1 points There is no clear or logical organizational structure. No logical sequence is apparent. The use of font, color, graphics, effects etc. is often detracting to the presentation content. Length requirements may not be met |
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McMaster Customer Journey Map and Analysis |
McMaster Customer Journey Map and Analysis