Customer journeys for stronger learning growth

More and more schools practice tablet education. Snappet supplies a digital platform for this form of education, enabling students to work digitally in almost all subjects. Through the application, students receive additional instructions, exercises and tests. Pupils and teachers are enthusiastic about Snappet. It saves time, gives insight and overview as well as better learning results. Snappet is currently market leader and aims to reach more schools and improved organisation of the service so that even more students experience faster learning growth.

Using our own research and interviews with lecturers as a basis, we put existing insights into context in order to obtain a helicopter view of Snappet's services. Together with the Snappet team, we have made a complete overview of the service: the Snappet ecosystem, which provides a picture of the phases 'awareness' up to 'daily use'. All target groups, their interactions and the touchpoints have been mapped. This provided insight into how many different people and roles are involved in the service and what is involved - for example, a common terminology. A good starting point for making informed choices for the future.

The largest group of end users of the Snappet tools are of course the students. But the teachers, who work with it, and the school directors, who decide to purchase the tools, are also important stakeholders. For this two target groups, we have created personas in this assignment: concrete lively profile sketches, which help to see the Snappet service through the eyes of the users. Some directors are of the type: "I have an idea and ask my team to help implement it." Other directors are of the type: "Does my team have an idea, then I help my team to implement it." And of course you also have different types among teachers. Each type of director or teacher has his or her own needs pattern. And Snappet wants to take that into account.

In a series of 7 workshops, we analyzed, gradually in greater detail, what happens in each step of the journey. What need does the director have, what does the teacher have? How do they work together and what do they need? How does Snappet address this in current services? What is going well and what could be improved? In the customer journeys you clearly see the plus points and the pain points and that provides plenty of leads for the development of improvement concepts. Think of things like better alignment with the school vision, a campaign aimed at school boards, or making the introduction process for teachers more transparent.

An initial rapid prioritization of the improvement ideas was made by determining the impact on the customer experience and the required efforts. Finally, we have prepared a roadmap with follow-up steps for the short and long term. At the moment, Snappet is using the improvement ideas to further implement the marketing campaign for 2020.

• A shared view on the total service from a customer perspective;
• First introduction to a new way of working:

1. thinking from the customer's point of view; fast active steps; talk less, do more;
2. combination of analytical + creative.

• Concrete ideas to improve the service;
• A roadmap with next steps for the short and long term;