Task 1

Scenario 🤔

Mindjoy is hosting Hackathons at schools for students to have a Mindjoy Experience. Our Goal is for hackathon users to sign up for Mindjoy and become active users using a voucher gift code.

This week we have had 89 young people

sign up⁠

. 29 Students booked a trial but only 6 students attended their trial and 4 became active users a week after signing up. What is going wrong?

As our Customer Experience Manager you will need to:

Understand the User Journey and where the funnel is failing

Speak to users and get information

Support prospects in becoming active users

You have the freedom to do what ever it takes to make as many customers active. A goal would be that 70% sign ups become active users.

You spend a week working on this. How do your results change? What did you do to get more users active?

Part 1:

Work through Mindjoy’s Broken Sign up flow and identify major bottle necks and propose possible solutions (solo work)

Part 2:

Understand the User Journey and come up with a plan to get more students active. (You can work solo or we can do this Multiplayer-your choice 😉).

Outputs ✅

At the end of this you will ship:

Identify 3 Problems/Issues (specifically customer’s friction points) and propose a solution for each (yes we know there are endless challenges but just pick 3).

A Miro Board that maps your thinking and diagnosis what you think is not working with Mindjoy’s sign up flow.

Bonus: Write any script (for email, Whatsapp, phone call) that would support you in getting students to a scheduled session.

Helpful Resources ✅

Issue - Solution Template:

Issues are typically things that are blocking your reports’ work and need your assistance or insight.

Any issues that crop up should be written up in the issue style and created as Asana tasks under the Issues section. Ideally, they also have a proposed solution that you can quickly approve. For example:

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Customer Journey Problem Solving:

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Miro Workspace:

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https://miro.com/app/board/uXjVOttkvjw=/?share_link_id=122636922805⁠

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