Jenny" manages the internship program for a large company. She is passionate about providing students with rewarding internship experiences. However, she has found that students often lack experience with professional business protocols and environments. While students bring skills like technology proficiency and ambition, they sometimes struggle with appropriate social media use, email etiquette, and adjusting to corporate culture. "Jenny" wants to help interns successfully acclimate to the workplace by providing workshops and events on business protocols and connecting them with senior leaders to gain experience in a professional environment.

1. S
Stakeholder
Say
Think
Do
Feel
Insights
• “Jenny” has
many
stakeholders to
consider:
students, colleg
e /
universities, hiri
ng managers
• Each
stakeholder has
different needs
• “Jenny” needs
students that
are
motivated, self-
starting, matur
e
• Students lack
business
protocol
experience
• Students have
high
expectations
for their
contribution
• Students are
not prepared to
work in a
professional
business
environment
• Lack of
business
protocol may
result in a
perception of
immaturity
Problem Statement
Stakeholder Need Insight
needs a way to because
Describe person using empathetic language Needs are verbs
Meet “Jenny”
“Jenny” manages the internship and co-op
programs for a major Fortune 1000
company. She loves her job and the
students she comes into contact with
through the Internship Program. She is
passionate about making each student’s
internship an engaging and rewarding
experience
The Bright Spots
• Students are good at multi-tasking
• They know how to use technology
• They’re curious, ambitious
• They provide value to the business
• They work on key projectsChallenges
• Appropriate use of social media
• Appropriate use of e-mail
• Appropriate dress / grooming
• Cell phone etiquette
• Sometimes feel entitled to too much too soon
• Connecting with team
• Intern program is best-in-class
• Interns add value to the business
• Interns need help acclimating to
corporate culture
• Interns need help in understanding
what it really means to work in a
business environment
• Business behavior is different than
college behavior (board room versus
dorm room)
Help provided to make transition
• Business Protocol Workshop
• Meeting with CEO and other senior
leaders
• Community projects
• Sporting events
• Typically 1 – 2 events every week
through the summer
• 30 – 40% participation rate
• Proud of intern program because it’s recognized
as best-in-class by local colleges / universities
• Passionate about making each student’s
internship a positive experience
• Enthusiastic about her interactions with the
interns
• Positive about the impact the program has for
the business and interns
Students are not prepared
to work in a professional
business environment
Help interns gain
experience in a
professional business
environment
“Jenny” a committed, passionate
manager of the internship and co-
op programs for a major Fortune
1000 company