1. CUSTOMER EMPATHY MAP
Lisette Davis – Sidra Marketing

2. Empathy map –

3. SAY
 I am proactively looking for students with problems
 I invite students when I suspect they have a problem
 I help students to catch up with their study
 Reason for problems is balance in study – work – private life
 More priority for work means more money to spend
 As a result less priority to study, because exams are far away
 Most students need to set priorities and lack structured planning
 Not all students are actively looking for a job or thinking about the future
 Alternatives after study: take time off, keep current job, new study, stay with
parents
 Chance of job decreases through: crisis, many students, lot of unemployed
people
 Search for a job: social media, network, advertisements, internships
 Students don’t expect school to help with their professional career

4. DO
 Talks enthusiastic about her job
 Talks with gestures
 Actively looking for and talking to with students with
problems
 Promotes her role in several media on campus
 Accompanies students very intensively (F2F)
 Provides online services as a complement
 Helps students to organize their life
 Creates a planning together with the students
 Helps to set the right priorities
 Also discusses job related topics

5. THINK
 Finishing their study is important
 Some students just never learned how to study
 Structure in study means structure in your life
 Good results imply a good chance of getting a job
 Getting a job shouldn’t only depend on study results
 Students cannot start early enough with building a
network, thinking about a job and job hunting

6. FEEL
 She is happy with her job
 She feels happy when ‘problem’ students graduate
 Students with lack of motivation make her ‘angry’
 She is concerned for future students and how they
can handle their ‘job problem’


7. INSIGHTS ! ! !
 A study coach is not a tutor
 Good study results are no guarantee for a job
 Getting a job also depends on personal skills
 confidence, profile, social skills, presentation
 Study does not prepare students to search for a job
 Creativity helps when looking for a job
 Considering alternatives prevent frustration

8. PROBLEM STATEMENT
________________________________
 Stakeholder: a study coach who actively searches for students who are
facing problems during their study and helps them to catch up.
 Need: she needs a way to prepare students well enough so they
finish their study with good results and will find a nice and
satisfactory job after their study.
 Insight: because developing organizational skills during their study
will also help when searching or applying for a job and in their
professional life.