Jennifer Customer Journey

Jennifer Customer Journey

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  • FRASER'S OFFICE - MONDAY: Jennifer walks into work around 8:00am, and exchanges morning greetings with her co-workers as she walks towards her office.
  • Once at her desk, Jennifer powers up her Dell computer, and checks her email for any important internal announcements and client requests. 
  •  She sees an email from one of her major clients, Beaulieu Carpets, requesting a visual update on their energy usage in their building space. 
  • Jennifer knows she should be able to gather that information from an external resource. She quickly logs into the Bitpool interface. Once logged in, she tries to navigate her way through the Visualisation interface.
  • Never being taught how to interact with the interface, she decides to try her luck and click on the first branch displayed on the left pane.
  • When the visualisations load on the screen, the graphs are set to the wrong time period, and unfortunately she's unable to change anything due to restricted user rights.
  • Jenny decides to take a screen capture of the data currently displayed of the Beaulieu’s total energy consumption for the incorrect month, and sends it to the customer.
  • BEAULIEU CARPETS: Beaulieu tenant receives the one page graphics and is disappointed by the incorrect time frame and lack of information provided to them. They write an email back expressing their concerns.
  • FRASER'S OFFICE: Jennifer is left distraught as she is unable to provide any positive reply to her tenant with the current external resource, and seeks out another resource to complete the tenant request.
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