4.6.2017: edited scenario and customer journey mapping

We ultimately realized that we were focusing on a touchpoint(the care package and pen pal that is exchanged between ) and not the entire service.

During class, we remapped our current proposition and realized that most of our interactions were isolating the child from the parent.

[that image]

We realized that collaboration between the parent and child are crucial to growth, and would lead more to trust and reliability.

[image of looking through more ideas]

All of us got together to take a step back and look through our alternative ideas. Some that stuck out to us are gamification (making asthma a “fun” experience), a log that tracks a child’s improvement, and scanning environments.

Then, we revised our scenario, using the same personas, but making it less about the onboarding experience and more about the improvement collaboration between the child and parents.

Beginning:

Alice, a seven-year old recently diagnosed with asthma, has been feeling hopeless, as she feels that she cannot participate in her sports activities as much as she used to. There’s nothing more she needs than wanting to improve her condition in order to get back into her relatively normal lifestyle. However, she doesn’t know too much about her asthma triggers, which would be helpful for her lifestyle.

Her mother Vivian, has a difficult time believing that Alice can overcome these challenges, but as a parent who is new to asthma in children, she’s not sure how to start and overcome this new stage of her daughter’s life.

Middle

She downloads an app where Alice is given activities to overcome certain thresholds (ex: 100 m run while feeling good), measure her lung capacity, understand her environmental triggers, and is shown her progress over time through Boy-Scout-like merit badges. Alice can now set goals for herself and feels empowered to be more independent, while spending time with her mother.

Every two weeks, Vivian is given a summary report of Alice’s improvement and thresholds for that past few weeks. She shares the report via email to Alice’s pediatrician and school nurse to update them on her progress.

End

While Alice is gradually understanding her asthma more, Vivian and Alice’s pediatrician is learning her daughter’s thresholds. The pediatrician is sending improved action plans for Alice, which is helping her to exercise and stay active while remaining safe.

During class, we reconvened to create an customer emotional journey map, complete with a storyboard and stages of doing, thinking, and feeling (from both Vivian and Alice).