For this session, you created a process flow diagram for Shireez Johnson (a prospective MSUM student). In that process flow diagram, you had to diagram the process she would go through to answer/alleviate her concerns relative to enrolling at MSUM. With that as your context and after reading the Jan Carlzon text (Chapters 1 to 3_Moments of Truth), answer the following questions:

1. Within each step of the process you created in Case Study number 4, write down a moment of truth as it is defined in the Carlzon text and the lecture video in session 3 . Make sure you indicate which step in the process you are referencing as you identify your moments of truth.
2. For each of those moments of truth, what are 2 expectations the student would have of MSUM, the process, or perhaps the tool they are using? Keep in mind that the expectations for each moment of truth might be completely different.