CIT Customer Experience Project Current state

Our team is redesigning customer experience at CIT through design thinking techniques. We have now completed the Current State research. Over the course of the week, we have:

- Run 4 workshops with a mix of students and staff

- Interviewed over 75 students

- Used over 1000 post-it notes

We really want to give our utmost thanks to everyone who participated! We couldn’t have understood the breadth and diversity of experiences at CIT without everyone’s input.

We started with some stakeholder traits that we pulled from various reports. From there, we gathered a group of 16 students and staff to create some personas, which are the archetypal representations of the groups of people at CIT.

10 personas were created in the workshop.

From there, we followed each of the personas in their journey and mapped how they would experience CIT today. We call this design tool ‘Customer Journey Mapping’.

Over the next two workshops, we mapped out the end-to-end journey of 6 personas and then deep dived into the enrolments process with 4 personas.

At each point of the persona's journey, we record what they're thinking and how they're feeling.

We then went out and spoke to students to confirm that what we've come up with actually resonates with them. Our team was spread across both the Reid and Bruce campuses during the morning tea and lunch breaks. We spoke to more than 75 students about their experiences with CIT and added these insights to our personas and customer journey maps.

For our last workshop, we focused on teachers as we know we need to understand the teacher experience in order to create the awesome student experience. We deep dived into the teaching side of CIT and added a greater level of detail to our understanding of their experience through customer journey mapping.

Next steps...

We would like to thank everyone who participated again. Your insights have been critical input into our Future State sprint this week; particularly our 'How Might We' workshop tomorrow. We will be exploring what will make an experience with CIT absolutely awesome.

Stay tuned for more next week!

- Customer Experience Project Team

Made with Adobe Slate

Make your words and images move.

Get Slate

Report Abuse

If you feel that this video content violates the Adobe Terms of Use, you may report this content by filling out this quick form.

To report a Copyright Violation, please follow Section 17 in the Terms of Use.