28 November 2022

CUSTOMER JOURNEY MAP

Binar Product Management Bootcamp Wave 23

Mauludin Rahmawan
Student PM Wave 23
ABOUT
Pengantar
About

Binar Academy
is a learning platform that focuses on developing
education in digital ecosystems

Some of the programs held by Binar Academy include:

Binar Bootcamp, Binar Insight, and Binar GO!

binaracademy.com website interface binaracademy apps interface

Pengantar
About Challenge

Challenge Chapter 3
Perform customer journey mapping from one of the programs in the Binar
Academy application is Binar Bootcamp
Pengantar
About Challenge

Customer Journey Map

a map visualization that describes the relationship and user
interaction with the product/application
Customer Journey Map

User Persona
characters created based on research and represent
users who will use the product/application
User Persona

Story Goals
Joker has worked for two years as a planning • Improve skills
consultant. In his 20s, he worked his way up • Increase income
to learn the digital skills needed and • Work remotely
transitioned into full-stack web
development.
Frustation
Confused about learning these skills on his
own, Joker is trying to find a full-stack web • Time management
src:opensea.com
development bootcamp learning platform. • Not friendly for newbie
"I'm looking for a FSW
bootcamp that can help me After comparing several platforms, Joker Motivation
to upskill and switch careers decided to take part in the FSW bootcamp at
from my previous job" Binar Academy.
• Graduate
• Hiring partner/job connect
• Enhance skills
About Personality
Name : Joker
Age : 25
INTP Channels
Job : staf introvert-intuitive-thinking-perceiving
Status : unmarried
Domicile : Kebayoran Baru
Customer Journey Map

Journey Stages
are the stages of interaction that describe the time span
of user and product interaction from start to finish
Journey Stages
PERSONA Stage Registration Browse Add to Cart Payment Confirmation

Account Registration in Binar Looking for full stack web Registration for full stack web Do the full stack web development Confirm bootcamp program
Customer Goals
Academy Application development bootcamp products development bootcamp bootcamp payment process registration

Registration
Home Page
Get Started Page FSW Price Page Payment Information Page
Bootcamp Page
Touch Points Sign in Page Registration Requirement Page Payment Method Page Registration Status Page
Level Silver Page
Sign up Page Terms & Conditions Page Payment Instruction Page
FSW Page

Channels Binar Academy Application Binar Academy Application Binar Academy Application Binar Academy Application Binar Academy Application

Select “Batch”

Get Started Page

Get Home Page
Click “Daftar” Button
Fill “Date of Birth” container
Click “Pilih Metode Pembayaran”
Button
Payment
Email Verification
Browse
Click “Binar Bootcamp” Button
Click “Mulai” Button Click “Selanjutnya” Button Click “Bank Transfer Virtual Complete Personal Data
Process Click “Level Silver” Button”
Click “Lanjutkan dengan Google” Checklist “T&C Agreement” Account” Complete The Document
Click “FSW Button”
Button” Click “Lanjutkan Pembayaran” Click “B I” Document Verification
Click “Pelajari Lebih Lanjut” Button
Button Click “Bayar” Button Registration is Complete
Copy Virtual Account Number

Feelings Interest and happy Confused and complicated Excited Careful Worry and Happy

Add to Cart
Sometimes can’t connect while
login with Google account
(crash/exit app) The flow is up to 3 pages just to
The flow of searching for products Sometimes there is no promo, so Verification process takes a long
Customer Painpoints Sometimes while log in with add to cart a FSW bootcamp
is very long (up to 4 pages) user checkout while promo begin time during the promo period
Google account didn’t continue to products
next page (just continue to
buffering page)

Tech Team
Tech Team
Visual Studio/Android Studio Tech Team Design Team
Tech Team Design Team
Internal Actors
Design Team
Figma/AdobeXD
Slack/Discord/Jira/Trello
Design Team
Academic Consultant Team
Marketing Team
Marketing Team
Growth Team Payment
Growth Team
Academic Consultant Team

Visual Studio/Android Studio

Visual Studio/Android Studio Visual Studio/Android Studio Visual Studio/Android Studio Visual Studio/Android Studio
Figma/AdobeXD
Internal Channels Figma/AdobeXD Figma/AdobeXD Figma/AdobeXD Figma/AdobeXD
Slack/Discord/Jira/Trello
Slack/Discord/Jira/Trello Slack/Discord/Jira/Trello Slack/Discord/Jira/Trello Slack/Discord/Jira/Trello
WhatsApp Business

“FSW Bootcamp Payment” flow

Internal Process
Registration account with Google
activation
“Bootcamp selection” flow apps
“FSW Bootcamp add to cart” flow apps
apps
“Registration Bootcamp Payment”
Generate Virtual Account for third flow apps
Confirmation
platform

Must research to revamp flow to Must research to revamp flow to During promo time there is often a During promo time there is often a
Internal Painpoints Take time to fix errors
specific product add to cart pending process pending process

Revamp flow to FSW bootcamp Often do promos to attract

Create a search bar at homepage
Immediately fix the error (crash registration (registration prospective students Use scalability computing,
Potential Solution Revamp flow to FSW bootcamp
app and buffering page) requirement and terms & Use scalability computing, database, and storage services
registration
conditions in one page) database, and storage services
Journey Stages

Registration Browse Add to Cart Payment Confirmation

Journey Stages
Stages – Registration

Welcome Page Sign in Page Sign up Page

Process
Stages – Registration

Process

• Get Started Page

• Click “Mulai” Button
• Click “Lanjutkan dengan ” ”

Customer Goals Paint points

• Account Registration in • Sometimes ’ connect while login Internal Process

Binar Academy Application with Google account (crash/exit app)
• Sometimes while log in with Google
• Registration account with
account ’ continue to next page
Google activation
Touchpoint (just continue to buffering page)

• Get Started Page

• Sign in Page Internal Actors Internal Pain Points
• Sign up Page
• Tech Team • Take time to fix errors
• Design Team
Channels

• Binar Academy Application Potential Solutions

Internal Channels
• Immediately fix the error (crash
Feeling • Visual Studio/Android Studio app and buffering page)
• Figma/AdobeXD
• Interest and happy • Slack/Discord/Jira/Trello
Stages – Browse

Home Page Bootcamp Page Level Silver Page FSW Page

Process
Stages – Browse

Process

• Get Home Page

• Click “Binar ” Button
• Click “L ” ”
• Click “ ”
• Click “Pelajari Lebih Lanjut” Button

Customer Goals
• Looking for full stack web
Paint points
Internal Process
development bootcamp
products • The flow of searching for products is
very long (up to 4 pages) • “ ” flow apps

Touchpoint
Internal Actors Internal Pain Points
• Home Page
• Bootcamp Page • Tech Team • Must research to revamp flow to specific
• Level Silver Page • Design Team product
• FSW Page • Academic Consultant Team

Potential Solutions
Channels Internal Channels
• Create a search bar at homepage
• Binar Academy Application • Visual Studio/Android Studio • Revamp flow to FSW bootcamp registration
• Figma/AdobeXD
• Slack/Discord/Jira/Trello
Feeling

• Confused and complicated

Stages – Add to cart

FSW Price Page Registration Req. Page Terms & Conditions Page

Process
Stages – Add to Cart

Process

• Click “ ” Button
• Fill “ of ” container
• Click “Selanjutnya” Button
• Checklist “ & ”
• Click “Lanjutkan Pembayaran” Button

Customer Goals
• Registration for full stack
Paint points
web development bootcamp Internal Process
• The flow is up to 3 pages just to add to
cart a FSW bootcamp products
Touchpoint • “ Bootcamp add to ” flow apps

• FSW Price Page Internal Actors

• Registration Requirement Page Internal Pain Points
• Terms & Conditions Page • Tech Team
• Design Team • Must research to revamp flow to add to cart
• Academic Consultant Team
Channels
Potential Solutions
• Binar Academy Application Internal Channels
• Revamp flow to FSW bootcamp registration
• Visual Studio/Android Studio (registration requirement and terms &
Feeling • Figma/AdobeXD conditions in one page)
• Slack/Discord/Jira/Trello
• Excited
Stages – Payment

Payment Info Page Payment Method Page Payment Instruction Page

Process
Stages – Payment

Process

• Select “ ”
• Click “Pilih Metode Pembayaran” Button
• Click “ Transfer Virtual ”
• Click “ ”
• Click “ ” Button
• Copy Virtual Account Number
Customer Goals
• Do the full stack web
Paint points
development bootcamp
payment process • Sometimes there is no promo, so user Internal Process
checkout while promo begin
• “ Bootcamp P ” flow apps
Touchpoint Internal Actors • Generate Virtual Account for third platform
• Payment Information Page
• Payment Method Page • Tech Team Internal Pain Points
• Payment Instruction Page • Design Team
• Marketing Team
• During promo time there is often a pending
• Growth Team
process
Channels

• Binar Academy Application Internal Channels Potential Solutions

• Visual Studio/Android Studio • Often do promos to attract prospective

Feeling students
• Figma/AdobeXD
• Slack/Discord/Jira/Trello • Use scalability computing, database, and
• Careful storage services
Stages – Confirmation
Registration Status Page Registration Status Page

Process
Stages – Confirmation

Process

• Payment
• Email Verification
• Complete Personal Data
• Complete The Document
• Document Verification
• Registration is Complete
Customer Goals
• Confirm bootcamp program
Paint points
registration
• Verification process takes a long time
during the promo period
Touchpoint Internal Process
Internal Actors
• Registration Status Page • “R Bootcamp P ” flow apps
• Tech Team
• Design Team Internal Pain Points
Channels • Marketing Team
• Growth Team
• Binar Academy Application • During promo time there is often a pending
• Academic Consultant Team
process

Feeling Internal Channels Potential Solutions

• Worry and Happy • Visual Studio/Android Studio • Use scalability computing, database, and
• Figma/AdobeXD storage services
• Slack/Discord/Jira/Trello
• WhatsApp Business
Problem Classification

Problem Statement – Eisenhower Matrix

is a framework used to categorize problems
Pengantar
Problem Classification – Problem Statement

Problem Statement

Customer Internal
Pain Points Pain Points
Pengantar
Problem Classification – Problem Statement

Customer
Pain Points
1. Sometimes ’ connect while login with Google account (crash/exit app)
2. Sometimes while log in with Google account ’ continue to next page (just continue to buffering
page)
3. The flow of searching for products is very long (up to 4 pages)
4. The flow is up to 3 pages just to add to cart a FSW bootcamp products
5. Sometimes there is no promo, so user checkout while promo begin
6. Verification process takes a long time during the promo period
Pengantar
Problem Classification – Problem Statement

Internal
Pain Points

1. Take time to fix errors

2. Must research to revamp flow to specific product
3. Must research to revamp flow to add to cart
4. During promo time there is often a pending process
5. Use scalability computing, database, and storage services
 Pengantar
Problem Classification – Eisenhower Matrix
important
Sometimes ’ connect while login with Google account (crash/exit app) Verification process takes a long time during the promo period

Sometimes while log in with Google account ’ continue to next page Take time to fix errors

(just continue to buffering page)

Must research to revamp flow to specific product
Must research to revamp flow to add to cart

u
r During promo time there is often a pending process

g do schedule
e
delegate eliminate
n
t The flow of searching for products is very long (up to 4 pages)

The flow is up to 3 pages just to add to cart a FSW bootcamp products

Sometimes there is no promo, so user checkout while promo begin

 Pengantar
Problem Classification – Eisenhower Matrix
Problem Statement Importance Urgency Why is this important/unimportant? Why is this urgent/not urgent? Eisenhower Quadrant
Will hinder the process of access to If not done, it is possible to switch
Sometimes can’t connect while login with Google account (crash/exit app) Important Urgent DO
registration and learning prospective students

Sometimes while log in with Google account didn’t continue to next page (just continue to Will hinder the process of access to If not done, it is possible to switch
Important Urgent DO
buffering page) registration and learning prospective students

The conditions in accessing and registering

While registration can still be done even
The flow of searching for products is very long (up to 4 pages) Important Not Urgent for bootcamp are very long and affect the PLAN
though the flow is long
ease of reaching prospective students

The conditions in accessing and registering

While registration can still be done even
The flow is up to 3 pages just to add to cart a FSW bootcamp products Important Not Urgent for bootcamp are very long and affect the PLAN
though the flow is long
ease of reaching prospective students

To increase the attractiveness of

One deploy session is limited according to
Sometimes there is no promo, so user checkout while promo begin Important Not Urgent prospective students in committing to PLAN
the timeline
registering for Bootcamp learning at Binar
To continue to provide credibility to
Verification process takes a long time during the promo period Unimportant Urgent Prospective student data has been entered prospective students who have committed DELEGATE
to take part in the bootcamp
The conditions in accessing and registering
While registration can still be done even
Take time to fix errors Unimportant Urgent for bootcamp are very long and affect the DELEGATE
though the flow is long
ease of reaching prospective students
The conditions in accessing and registering
While registration can still be done even
Must research to revamp flow to specific product Unimportant Urgent for bootcamp are very long and affect the DELEGATE
though the flow is long
ease of reaching prospective students
The conditions in accessing and registering
While registration can still be done even
Must research to revamp flow to add to cart Unimportant Urgent for bootcamp are very long and affect the DELEGATE
though the flow is long
ease of reaching prospective students
To continue to provide credibility to
During promo time there is often a pending process Unimportant Urgent Prospective student data has been entered prospective students who have committed DELEGATE
to take part in the bootcamp
Pengantar

Thanks
customer journey map
challenge