User journey map
2
Slide 1 The Young Foundation 2012 >> Describe how Joseph interacts with the elements below>>> How does he find out about this opportunity How does he sign up or commit & what’s required for this to happen What happens at the beginning What are the next steps? How is progress and impact measured? How does it end – what next? Joseph: what he does, what he knows, how he feels and thinks Touchpoints eg digital or physical things Joseph interacts with People that Joseph interacts with (e.g. other customers or participants) What does the City of Tilburg need to do? What do the other partners need to do (be as specific as “Front stage” – what Joseph experiences “Backstage” - Joseph does not directly experience User Journey Map for ‘Joseph’
-
Upload
social-innovation-exchange -
Category
Small Business & Entrepreneurship
-
view
43 -
download
0
Transcript of User journey map
Slide 1 The Young Foundation 2012
>> Describe how Joseph interacts with the elements below>>>
How does he find out about this opportunity
How does he sign up or commit & what’s required for this to happen
What happens at the beginning
What are the next steps?
How is progress and impact measured?
How does it end – what next?
Joseph: what he does, what he knows, how he feels and thinksTouchpoints eg digital or physical things Joseph interacts with
People that Joseph interacts with (e.g. other customers or participants)What does the City of Tilburg need to do?
What do the other partners need to do (be as specific as possible)
Issues and opportunities for making this a great experience
“Fro
nt s
tage
” – w
hat
Jose
ph e
xper
ienc
es“B
acks
tage
” - J
osep
h do
es
not
dire
ctly
exp
erie
nce
User Journey Map for ‘Joseph’
Slide 2 The Young Foundation 2012
>> Describe how Joseph interacts with the elements below>>>
How does he find out about the Apprenticeship Academy?
How does he sign up or commit & what’s required for this to happen
What happens as he starts the Apprenticeship
Key moments on his learning journey
How is his Apprenticeship monitored and assessed?
What happens after he’s finished it
Joseph: what he does, thinks, knows, feels
Touchpoints eg digital or physical things Joseph interacts with
People that Joseph interacts with (e.g. other learners or trainers)
KCH’s “backstage” staff and structures that support the AcademyLocal authority, Lambeth College staff or structures “backstage” that support the Academy
Issues and opportunities for making this a great experience
“Front stage” – what
Joseph experiences
“Backstage” - Joseph
does not directly
experience
Gets email from Lambeth College where he did his ICT BTECH diploma.
Joseph would like to find a job in ICT. Hasn’t been able to get an interview
Goes to an information session held at KCH; Follows up with an application; is accepted in the Academy.
Apprenticeship Academy
Placed in a one year IT support role with LB Lambeth. He has one day a week training courses coordinated through the Academy with apprentices from other institutions.
Struggles to find his place; finds support through Academy structures; completes the apprenticeship.
All Academy apprentices assessed using existing KCH monitoring and evaluation frameworks.
Joseph is inspired and to go on a ICT degree course.
KCH provides Academy back office support.
Other institutional members in Academy provide dedicated staff to support local apprentices and liaise with KCH central support
All Academy partners promote the apprenticeship opportunity through their networks.
Challenges:
• getting buy in from internal buy-in from potential Academy members;
• Funding;• Sustainability.
Benefits:• Improved
pathway to employment
• Replicating and scaling a successful programme.
