Lisa LISA’S DETAILED DESCRIPTION

Lisa LISA’S STORYBOARD

Lisa CHANNEL OVERVIEW

Lisa EMOTIONAL JOURNEY

Lisa DRAMATIC ARC

Lisa BACKSTAGE LANE

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Lisa and her internet providerJOURNEY MAP

Example journey map: Telecommunications (Shared)PROJECT

27 January 2017EXPORT DATE

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Pre-Service Stage Service Stage Post-Service Stage

Lisa is tired of the bad online services of her internet providerLisa searchs for an internet provider that fits her needsLisa finds an internet provider who fits her needs Lisa checks the conditions Lisa signs up Lisa gets a call from the company. The technical support installs the device The device does not work Lisa contacts customer service Lisa explains her issues in a foreign language Lisa contacts the company via email Lisa quits the contract Lisa warns her friends against the provider

As an extensive user of online services -does not matter if university, banking, orshopping - Lisa is not satisfied with theonline services her internet provideroffers.

Lisa wants a providerwho▸ offers modern online services

▸ she can communicate with in hermother tongue - German

The website is available in English andGerman.

▸ written in German

▸ makes Lisa aware of the modern onlineservices

Prices are reasonable, the quality of theconnection looks promising .

Lisa needs to fill out a form online andgets a confirmation via email.

A technical support man asks her for anappointment to instal the device at herhome. Lisa can choose from office hours.

It takes longer than expected and thetechnical support tells Lisa what else shehas to buy and to instal on her own so thedevice can work.

Lisa bought additional features andasked friends to help to finalize installingthe device. However it does not workproperly. No internet connection at all.

Customer service does not speak German Lisa has difficulties to find the right wordsfor the device. Customer service talks veryfast.

Lisa tries it via email because she hopesthe email is forwarded to a German-speaking support person. The answer isnot satisfying. They write a German emailbut Lisa could nearly not understandwhat they want to express because ofinsufficient German skills.

She has to buy 3 months of service eventhought she could not use the device. Shealso has to pay a high servicecancellation fee.

Whenever she is asked for an internetprovider she starts grumbling about theservice provider.

Search engine

Providers' website

Telephone

Face to face

Product

Email

Website

The website shows Lisa all theinformation she needs in Germanlanguage

The website guides Lisa through thesignup process

Technical support

Technical support gets a notificationwith Lisa's telephone number so hecan call her.

Technical support gets Lisas addressfrom her signup form

Customer support

Customer service uses internalsoftware to make suggestions onwhat to do.

Customer service normally usespredefined templates, but they do nothave any in German and need toinvent them.

Retailer

Retailer consults Lisa

Friends

Friends consult Lisa

Friends get the warning and opt for adifferent provider.