A Week in the Life
Storyboard Text
- Calm before the storm
- Storm warning video
- Today's Weather Forecast
- Storms causing travel disruption
- Concerned customer
- I've got a parcel coming tomorrow. I'll tweet the company and check what's happening
- Rows of students, black and white, ready for a chalk and talk lecture. Can also include footage of asking the students what they were expecting before the start of the module.
- Filtered notifications
- I've got a Tweet from a customer
- I've got an email from a customer
- I've been asked about our contingency plan
- Hello, my name is Susan, how may I help you today?
- Switch to colour to demonstrate experience enrichment. Our own copy of a weather report telling us about a storm warning for the Midlands. Mentions potential travel disruption.
- Live text chat
- Hello, Susan, I'm expecting a parcel delivery today
- Someone sat at home watching the same weather report. Picks up phone to Tweet the company asking them about their parcel delivery tomorrow.
- Radio phone-in
- The Heat Radio Station
- Screen split showing the students and the different messages that they have to respond to.
- Just one moment, please, whilst I see what has happened.
- Ok, I'll gather some info first. What is your ref. number?
- Split footage between the Customer Service Operations representative and the customer typing. The messages pop up as text bubbles either side of the screen.
- Yes, it's 1234567890
- Beth sat with headphones and a microphone, students gathered around a microphone being interviewed about their experience of failure recovery within a service environment.
- Well, Beth, our biggest learning point from this storm was ...
- News report
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- The Herald
- Student testimonials
- Best thing ever!
- Amazing!
- Awesome!
- Brilliant!
- Breaking the fourth wall
- What would you do?
- Person sat reading the news webpage on their tablet showing the team's personalised news report
- Interviews of students asking them what they thought of the experience, how they have applied the learning and how they can apply it in the future.
- Final reflection from Mairi and then they look straight into the camera and ask the viewer what they would do in the situation.
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