Empathize - Workshop 02

Summary

The video script revolves around a module on empathizing with customers through case studies. It discusses creating customer journey maps by identifying different personas and their behaviors. The session focuses on developing a deeper understanding of a second persona, 'Prince,' a 24-year-old college student from Delhi. The script outlines the process of mapping Prince's study habits, emotions, and interactions with study materials, including potential challenges and successes. It emphasizes the importance of loops in the customer journey and introduces the concept of emotional mapping to capture feelings like happiness, confusion, and frustration.

Takeaways

• 😀 The session focuses on the 'Empathize' module, continuing the discussion on customer journey mapping with a focus on different personas.
• 🔍 The purpose of revisiting the case study is to provide a different perspective on how customer journey maps can be created and to identify personas that might be using or going through the journey.
• 👥 It is suggested that participants will identify three to four personas, with at least one being a minimum recommendation, and to create profiles or caricatures of these personas.
• 🎨 The exercise involves creating a character named 'Prince', a 24-year-old college student from Delhi, India, to represent a second persona in the customer journey map.
• 🏡 The character's actions are detailed, including preparing the study area, gathering necessary study materials, and sitting in a comfortable position to study.
• 📚 The script describes the actions before, during, and after studying, such as selecting the right study spot, organizing books and study materials, and reviewing notes and textbooks.
• 🔄 The process includes potential loops and revisiting previous steps, which is normal and indicates that the customer journey is dynamic and iterative.
• 📈 The session also discusses the use of emotional mapping, capturing emotions like happiness, confusion, and frustration that the persona might experience during their journey.
• 📝 The script emphasizes the importance of detailed and accurate note-taking to reflect the character's thought process and journey effectively.
• 🎓 The session concludes with a positive note, appreciating the participants' work on completing the customer journey map for the second persona and hints at a bonus for the next video.

Q & A

What is the main focus of the Empathize module discussed in the video?

The main focus of the Empathize module is to provide a different perspective on how to create customer journey maps and to conduct personas that are likely using or going through this journey.

How many personas are typically seen in customer journey mapping?

Typically, you would see three to four personas in customer journey mapping.

What is the recommendation for creating a persona in the context of this video?

The recommendation is to create a minimum of three to four personas, and to use words to describe them or to draw pictures of people who are familiar with these personas. If drawing is not a strength, one can also use stick figures.

What is the significance of the second persona 'Prince' in the case study discussed?

The second persona 'Prince' is significant as it represents a college-going student, around 24 to 25 years old, studying in a university in Delhi, India, and the discussion revolves around his actions and emotional states during his study routine.

What is the first activity that 'Prince' is likely to engage in before starting to study?

Before starting to study, 'Prince' is likely to choose the right place and organize his books and other study materials.

What is the main activity that 'Prince' is expected to perform during the 'during' phase of his study routine?

During the 'during' phase of his study routine, 'Prince' is expected to read specific notes or topics he has prepared, write running notes for practice, and possibly refer to online or offline reference materials.

What is the significance of the 'D1' action in the context of 'Prince's study routine?

The 'D1' action signifies the first action in the study routine where 'Prince' reads his notes and textbook, which is a part of his personality that makes him happy.

What are the possible emotional states of 'Prince' after completing his study routine?

After completing his study routine, 'Prince' might feel satisfied if the outcome of his self-assessment is positive, leading him to move on to the next topic. If the outcome is negative, he might feel dissatisfied and possibly return to the 'D1' phase to review the concept again.

How does the video script emphasize the importance of loops in customer journey mapping?

The video script emphasizes the importance of loops in customer journey mapping by suggesting that the more complex the activity, the more loops there will be, which is natural. It also advises to be cautious of this as it indicates something is happening and is a part of the learning process.

What is the role of the 'B1' phase in the customer journey map for 'Prince'?

The 'B1' phase represents the ideal situation where 'Prince' has all his study materials, notes, and books organized, and he is happy to study in this environment without any mental stress.

What is the bonus content mentioned at the end of the video script?

The bonus content is not explicitly detailed in the script, but it is hinted that it will be shown in the next video and is related to the successful completion of the customer journey map for the second persona.