Mapping the Student Experience: Focused Fran's Journey PPT

This PPT slide, part of the 34-slide Customer Journey Map PowerPoint presentation, presents a detailed Customer Journey Map focused on a persona named "Focused Fran," who represents a prospective undergraduate student. This visual framework outlines her scenario, goals, and experiences as she navigates the process of researching schools. The journey is segmented into 4 key stages: Awareness, Consideration, Decision, and Post-decision, each highlighting specific actions, emotions, touchpoints, and insights.

In the Awareness phase, Fran engages in broad Google searches and feels a mix of confusion and curiosity. She visits various websites and social media platforms, seeking information about schools. The slide suggests that enhancing the visibility of campus life on the website could address her needs more effectively.

Moving to the Consideration stage, Fran experiences excitement, but also uncertainty. She revisits websites multiple times, reviews financial aid information, and schedules campus visits. The inclusion of student success videos and detailed visit schedules is noted as beneficial in guiding her decisions.

The Decision phase shows Fran feeling confident yet overwhelmed. She interacts with admissions, applies for financial aid, and navigates the application process. The slide highlights the need for clearer communication regarding application steps and timelines, as Fran finds the financial aid overview cumbersome.

Finally, in the Post-decision stage, Fran feels a mix of excitement and nervousness as she weighs her options. The slide emphasizes the importance of follow-up communications, such as virtual tours and orientation information, to reinforce her choice and ensure a smooth transition.

Overall, this slide effectively illustrates the critical touchpoints and emotional states throughout Fran's journey, providing valuable insights for improving customer experience and engagement strategies.

This slide is part of the Customer Journey Map PowerPoint presentation.

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