Virtual Service Experience Process Map

Using the lens of a customer, go on a virtual service experience (1 of 10 to choose from). Create a journey map of your
experience, and submit two reflection papers, one in which you reflect upon your personal service experience, and one
in which you reflect upon a current industry trend and its application to your specific service experience.
Virtual Service Experience Options include:
?
Fitness Experience
?
Performing Arts
?
?
Food or Drink
Paint or Draw
Make something
Attend a speaker event
Try a new skill
Health and Wellness
Travel somewhere
virtually
Virtual Museum Visit
The Individual Assignment has 4 components.
Part 1: Create a Journey Map (5%).
Not
Submitted
Journey
Map (5%)
Submitted but
substantial
elements are
missing
0/5
1/5
Submitted but
only partially
complete
2/5
Meets the
guidelines
3/5
Some elements meet
the guidelines and some
Substantially
elements exceed the
exceeds the
guidelines
guidelines
4/5
5/5
The Journey Map should be submitted as a PDF to the dropbox.
In class, we will discuss how to create a journey map, which is a chronological depiction of the customer journey. There is
no single correct way to create a journey map, but multiple examples will be shown in class. You may find it helpful for
your own project, to take photos/videos/drawings for your own reference as you go through the service experience.
Be sure to include a minimum of:
? 3 pre-service moments
? 8 service moments
? 3 post-service moments
For each moment include:
? A title
? Descriptive notes
? A measurement of emotion
? One additional element of Relevant Depth which contributes to the analysis. For example:
? An image or video or drawing
Identified a minimum of:
? 3 clusters (which you will name)
? 1 pain point
? 1 opportunity
Your Journey Map should fit on a single page, but you are not limited to 8.5 x 11 paper.
You may find it helpful to include a legend on your Journey map, to help clarify the elements and make it easier for
others to read.
Part 2: Reflection Essay (3%).
Not
Submitted
Reflection Essay (3%)
0/3
Submitted but only partially
complete
Meets the
guidelines
1/3
Substantially exceeds the
guidelines
2/3
3/3
Minimum of 500 words, double spaced.
APA formatting, and submitted as a PDF to the DropBox.
The essay should be typed and double-spaced on standard-sized paper (8.5″ x 11″), with 1″ margins on all sides. You
should use a clear font that is highly readable.
APA recommends using 12 pt. Times New Roman font.
This is a reflection essay, and as such, you are not required to have references.
However, you should have a Title Page, a Page Header, and Numbered Pages.
The Title page should include: Course Code, Student Name, Student Number, Instructor, Date of Submission, Word Count
(not including title page, references or appendices)
The reflection essay should demonstrate a planned progression of thought, with an introductory paragraph and a
concluding paragraph.
In addition, as you write your paragraphs, consider the Claim-Evidence-Impact approach to paragraph construction,
where appropriate. Strong writers spend more time planning, editing, revising and polishing than they spend writing the
initial content.
Need help with APA essay formatting? Check out:
https://owl.purdue.edu/owl/research_and_citation/apa_style/apa_formatting_and_style_guide/general_format.html
The content of your reflection essay should be connected to the Journey Map that you are submitting.
Elements you may want to include in your personal reflection essay include:
? Why you choose this task
? What was your experience completing the task
? What was your favourite part and why
? What was your least favourite part and why
? What did you learn from the task
? What was memorable? What resonated?
? What?s missing? What didn?t work?
? How might you build upon their work to push if further?
? Anything else you think is relevant and important to share
Part 3: Trend Connection (3%).
Not
Submitted
Trend Connection (3%)
0/3
Submitted but only partially
complete
Meets the
guidelines
1/3
2/3
Substantially exceeds the
guidelines
3/3
Minimum of 500 words, double spaced.
APA formatting, and submitted as a PDF to the DropBox.
The essay should be typed and double-spaced on standard-sized paper (8.5″ x 11″), with 1″ margins on all sides. You
should use a clear font that is highly readable.
APA recommends using 12 pt. Times New Roman font.
You should have a Title Page, a Page Header, and Numbered Pages.
The Title page should include: Course Code, Student Name, Student Number, Instructor, Date of Submission, Word Count
(not including title page, references or appendices)
The Trend Connection essay should demonstrate a planned progression of thought, with an introductory paragraph and
a concluding paragraph. In addition, as you write your paragraphs, consider the Claim-Evidence-Impact approach to
paragraph construction, where appropriate. Strong writers spend more time planning, editing, revising and polishing
than they spend writing the initial content.
You should have a minimum of 3 references, using APA referencing.
Trend Connection should be a separate document from your personal reflection essay.
Posted on D2L, is a document of the Euromonitor Top 10 Global Trends in 2022.
Choose one of the 10 trends from the Euromonitor Report and either:
?
Identify how you saw this trend incorporated into the service experience
OR
?
Recommend how one of these trends could be incorporated into this service experience.
This is an opportunity for you to demonstrate your research skills and your ability to draw from a larger body of
knowledge.
Elements you may want to include:
?
Was there a datapoint or several datapoints in the Euromonitor report that you thought was particularly
relevant and why?
?
?
Are there other sources that you referenced that provide helpful information on the trend?
Are there other services that you?ve seen address this trend that you believe are helpful to draw inspiration
from?
Need help with APA essay formatting? Check out:
https://owl.purdue.edu/owl/research_and_citation/apa_style/apa_formatting_and_style_guide/general_format.html
Part 4: Anonymous PDF (1%)
Upload to the Individual Assignment #1 Drop Box, an anonymous version of your journey map. This should have no
identifying characteristics to it. You may find that the Part 1 Journey Map that you submit has elements in it that you
would not like to include in the file that is shared with your group (for example, it may have your name on the
document).
This is the version of your journey map that will be shared with your group members. This file is IN ADDITION to the Part
1 Journey Map. When you look at the files that you submit to your drop box, it will appear as though you have submitted
TWO Journey maps. For the PART 4 PDF, it should be your journey map in PDF format and it should have a file name that
begins with the phrase Journey Map To Share With Group. For the Individual Assignment Part 2, all of the Journey Maps
from the theme that you have self-enrolled in, will be shared with the 16 classmates that have enrolled in that theme.
Part 4 Grading Rubric:
Submitted the Anonymized Journey Map PDF to the correct drop box, by the deadline:
1/1
Did not submit the Anonymized Journey Map PDF to the correct drop box, by the deadline:
0/1
Final Submission Includes 4 files:
? Journey Map (PDF)
? Reflection Essay (PDF, 500 word min)
? Trend Connection (PDF, 500 word min)
? Journey Map to share (PDF)
>Gl??u??UAl
Journey Maps in
more detail
The copyright to this original work is held by Dr. Kellershohn and students registered in course HTH501 can use this material for the purposes of this course, but no other use is permitted, and there can be no sale or transfer or use of the work for any other purpose without explicit permission of Dr. Kellershohn.
When we create journey maps, we
think about it both horizontally and
vertically.
The copyright to this original work is held by Dr. Kellershohn and students registered in course HTH501 can use this material for the purposes of this course, but no other use is permitted, and there can be no sale or transfer or use of the work for any other purpose without explicit permission of Dr. Kellershohn.
There should be a title at the top
??
Purchase answer to see full
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