I want to test and improve EXPERIENCE MAP

by creating an overview of how I engage with my stakeholders

AWARENESS KEY USAGE OUTCOME

How did this person hear about you? (E.G. PR, social media, word of mouth) What points of contact happened between you and this person? What was the feedback from this person? (e.g. via social media or word of mouth)
What relevant previous experience did he or she have? What were the critical moments, such as especially good or bad experiences? Was there any follow up from your side?

The usual approach of the stakeholders Most users were encountered Majority of the users/stakeholders
involves either a personal relation to the group personally, while a small portion of the subjected showed that they could use the mask in public
members or either hearing from them on social stakeholders were contacted online. without the feeling of embarrassment.
media.
One critical moment observed on each In addition, the users also showed
The stakeholders or users observed the of the participants was during the use of the easiness in breathing for a long period of time,
product in a very systematic way, looking at the mask in public. Most of them put on the mask for even when out in the public.
product in every detail and reading any available the whole time they were in public. Some of the
OBSERVATIONS

information regarding the product. consumers were glad about the product and One stakeholder also commented that
interested to get one. the mask provides similar comfort that surgical
Most users that are observed by each of masks provide, since surgical masks may also
the group members showed a detailed and Some users complained that the mask provide slight heat or discomfort despite being
thorough observation of the product. However, made their face sweaty and hot, so they have to breathable.
there are also some users who used the mask wipe off their sweat from time to time.
without hesitation. Some recommended it to their
Some of them are saying that the neighbors and even to the people who didn’t
people were given money just to act out in the trust about the product.
Questions like “Are those even safe to
wear?”, “Are those even much cheaper than the video.
More people are trying to buy the
cloth mask?”, “Is that even better to the mask
product.
were currently using nowadays?” are much likely
the feedbacks we received the moment they
were aware of it

 It could be concluded that the mask eased the anxiety

 Most stakeholders are hesitant in using the  The stakeholders found the mask to be breathable of the user.
product for the first time. Most questions directly and usable in public.  We must improve the ventilation of the mask in order
LEARNINGS

concern the assurance and the cost of the  More ventilation needed for the product to be more breathable
product.
 Need more convincing so that people will use the  Recommendations from the users to other users are
 We should improve our introduction and the new face masks without hesitation. helpful in convincing people
spread of information