Hello students, and welcome to the customer journey map assignment. This is based on a real consulting agreement that I had a few years ago, but details have been changed. Meet Diana. Diana is a dog loving person. She thinks that her dog is her life. But she's also noticed that her dog has been lethargic lately. Anna lives in the West side of Toronto, and she has an amazing healthy lifestyle. But sometimes when she's out biking in the waterfront, she finds her dog can't even keep up. She's starting to get worried. She remembers seeing her friends post about a dog show last year, and then she sees ads for it on her feed on Instagram and Facebook. She checks it out and sees images of healthy dogs. And what looks like some good food options. She checks out the website and sees some inspiring videos of dogs getting healthier in a number of different ways. She decides to purchase tickets for her and her husband the night before the show. She is so excited she can hardly sleep. And when she attends, she sees all kinds of healthy food options. She meets experts that give her great advice. And she sees some really fit dogs and she got some cool exercise ideas for her little guy. So even though Diana is really happy and she's sure that the outcome is going to be amazing for her little dog, her husband has a miserable time.

It was hard to convince him to come in the 1st place, and then once he got there he found it boring. He was on his feet all day and he was exhausted by the time he left. Diana thinks about maybe going next year, but then she kind of gets distracted a little. Basically, Diana had a good experience, but not a great experience, and her husband had a pretty bad experience.

Your mission for this assignment is to think about how Diana and her husband's experience can be improved next year. You can also take a look at the resolution pillar to think about how you can make the whole situation better for everybody. The assignment is to read a CJM and use your knowledge of Customer Relationship Management to improve the situation for the client. In this case, it is The Dog Show. So, you have to create customer journey map for your client.