This template represents the customer journey map for an English Language Diploma program. The upper section illustrates the five key phases a customer goes through: Initial Course Placement, Progression through Levels, Placement in Exam Preparation Course, Intensification of Learning, and Exam Day. These phases represent the path a student travels from commencing studies to obtaining a diploma.
Furthermore, the lower section of the map captures the emotional experience customers might feel during this journey, such as being challenged, excited, apprehensive, and frustrated. Additionally, the map incorporates three dominant marketing mix elements: Price - something for every budget, Promotion - targeting companies/students/individuals, People - the right team to deliver the product.
Such journey maps are valuable to education service providers as they help to identify opportunities to optimize students' experiences, increasing satisfaction and success rates.
