Winter camp

Customer Journey Map

Product-Customer Flow

The process AIESEC goes through to develop relevant exchange products

for our market and deliver them with excellent customer experiences.

RA MA RE

?

But we’ll never make

this jump with

yesterday’s processes

and today’s

WHY NOW?

100,000

members of

Gen 2015

Opportunity

Portals for EPs

and Members

MarketPlace

Business

Intelligence for all

our members

and customers NPS

...We can achieve 2015

GIS

External Competition:

External threats:

AIESEC’s competitors provide some of the

same services as we do, but much faster

Customer feedback

Our customers say our communication

effectiveness and processes need

improvement

Customer Centric Systems

To provide excellent customer experiences,

we need a system that supports that

experience from the first point of engagement

until experience completion

& there’s even more REASONS...

Internal Challenges:

Smarter & faster oGCDP

Business Rules for the proposed customer flow For AUGUST Launch

SIGN UP APPLY MATCH REalize COMPLETE Re-integrate

Alumni STRANGER

Business rules for the proposed customer flow For AUGUST Launch

Alumni STRANGER

Smarter & faster oGIP

SIGN UP APPLY MATCH REalize COMPLETE Re-integrate

Business Rules for the proposed customer flow For AUGUST Launch

SIGN UP

Users are directed to programs based on the profile they filled

at sign-up.

1

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

SIGN UP

View is limited based on profile completeness for externals

signing up for GIP/GCDP

2

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

SIGN UP

Members in a current TMP/TLP role have unlimited view.

3

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

SIGN UP

Students cannot apply if they are over 30 years of age

4

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

APPLY

Person can only apply for an opportunity after completing

his/her profile

5

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

APPLY

As soon as a person applies for a first application, the person

will become an 'active lead'

6

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

APPLY

If a person is not applying/searching/in an application process

for over 30 days, the person goes back to being a non active

lead

7

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

APPLY

A person can apply for limitless opportunities at the same time

8

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

APPLY

An application is valid for 21 days, if there is no progress in the

selection process for over 21 days, the application is rejected

(customisable by MCs)

9

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

APPLY

Out of the total amount of countires you are partnering 5%

need to be tier 3 entities.

10

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

APPLY

If the matchability of a person is lower than 30%, you will not be

able to apply to the TN

11

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

MATCH

EP needs to complete EP contract & AN to approve the match

12

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

MATCH

TN manager needs to complete TN contract & AN + confirm

end and start date to approve the match

13

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

MATCH

EP & TN manager need to approve the match before the EP

manager can approve approve the match

14

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

REALISED

Insurance & indemnity form have to be uploaded/completed

before changing the status to realized

15

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

REALISED

Standards (till realize) checkboxes has to be filled before

changing the status to realized

16

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

REALISED

TN Manager will put the form on realised

17

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

COMPLETED

Standards (till completed) checkboxes has to be filled before

changing the status to completed

18

Smarter & faster oGIP

Business Rules for the proposed customer flow For AUGUST Launch

COMPLETED

Internship is completed when the end date expires

19

Smarter & faster oGIP

HOW our structures

will change?

Marketing

tm

finance

Mkt-comms Marketing Role

Key deliverables

KPI’s

•

•

••

•

•

•

•

•

•

Marketing role

Key deliverables

KPI’s