This document outlines the customer journey for students participating in an exchange program. It shows the different phases a student goes through from initial contact through the exchange period and follow up after returning home. The pre-service period involves advertising, research and setting expectations. During the service period, students engage in orientation, coursework, cultural experiences and feedback surveys. In the post-service period, there are exit interviews, opportunities to share experiences, and ongoing customer relationship management through social media.

1. Start of the exchange period End of the exchange period
Customer Journey Canvas
Pre-service period Service period Post-service period
Service Journey
Orientation week Familiarization
events
Group works in
different courses
Travelling
Page1
Advertisement/ Public relations
Social media
Word-to-mouth
Communication between different parties related to
exchange
Past experiences
Learning local
cultural habits and
meeting local
students
Meeting with
students and tutors
Weekly happenings
Questionnaire
regarding the
exchange students'
satisfaction
Meeting with
students and tutors
Questionnaire
regarding the
exchange students'
satisfaction
"After-study" events
Leaving
conversations
(giving feedback to
each others)
Customer relationship management
Social media
Word-of-mouth
Expectations Experiences Satisfaction/ Dissatisfaction
Information
manipulability
Information
credibility
Good university website
Handbook of participation in a student exchange
program
Video/Live-meeting before the exchange starts
(previous year's exchange students participating)
Social media group where can be delivered
information before the exchange period starts
Experiences of previous year's exchange students
Communication between university partners and also
coordinators of international offices of universities
Exchange student's past experiences of similar
services (exchange programs)
Video/ Live-meeting after the exchange period
Later communication in social media group, like
Facebook
Deliver of experiences of the exchange period