Overview

Now we get to the fun part: mapping the current state of the world. Your job in this homework is to create a flow analysis of the system today: the actors, the decisions, the tools, the steps, and the pain points. Use the templates that are provided in the class.

Templates To Use for Homework

Current state customer experience map

KPI Success Measurements for Audiences

Instructions

  1. Take your audience segmentation from homework 1 and take note of the things you’ve described in it.
  2. Create a full flow analysis of the current state of the system for one single audience
  3. Include all steps of the customer lifecycle funnel: awareness, engagement with the system, consideration to act, decision making (conversion), sticking around (retention), and becoming an advocate of the system.
  4. Document the following in the flow analysis:
    1. How do you define each part of the customer lifecycle funnel for this specific system’s context?
    2. What are the steps, choices, decisions, tools, and pain points in each part of the customer lifecycle funnel?
  5. For the CX map, use UML to model the flow analysis as you were taught in class
  6. Completely define the Key Performance Indicators (template provided) that you would use to measure the change of the system
  7. Use Figjam to document it based on the template the instructor provides.

How to Submit

  1. Create in Figjam
  2. Email it to [email protected]

Grading Criteria

  1. Looking for specific steps you write out
  2. Add as much detail as possible
  3. Write it all in proper UML format with the flow chart shapes