Tongji Chinese Class User Journey By Jaya
Student's Journey map Pre-service
Service
Journey phase
Receive coures info
Choose suitable level and
Register online to course
Touchpoints
Info packet papers
Info packet paper
Webpage
Enter class room
Class begins
Post-service Teacher checks attenda nce
1st class
Break
2nd class
Teacher
Teacher
Teacher
Books
Books
Break
3rd class
Teacher Books
Finish class
Receive home work
Self study at home
Receive final grade
Books
Webpage
Class 1
break
Class begins
Read words after teacher Read paragraph by self Listen to teacher Check attendence
Class 2
break
Class 3
Exciting answer Answer questions
Wait for teacher to start
Not pay attention
break
Class finish
Class 2 Answer questions
break
break
Class 3
Class 2
leave
homework
Pain points 1. Not meet to expectation 1. Purpose and aim for the class is not clear
2. Not close to real life 1. Class learnings are very static
3. Few information in class 1. Teaching material and methods are very outdated
4. Homework is disconnected to class 1. Not defined homework material
5. Not continuous 1. Class only twice a week, long block late evening 2. Homework are low motivation, without clear structure or specific material 3. The service discourages motivation and and offer only few tools for it self learning