Joseph is a young person who completed an ICT diploma but has been unable to find a job. He learns about a new Apprenticeship Academy through his former college and attends an information session. He applies and is accepted to a one-year IT support apprenticeship with the local authority. He receives training through the Academy one day a week while working the other days. Though he initially struggles, he finds support through Academy structures and completes the apprenticeship. All apprentices are assessed using the Academy's evaluation frameworks. Inspired, Joseph then pursues a degree in ICT. The Academy is a partnership that provides back office support while members support local apprentices and liaise with the central organization

1. Slide 1 The Young Foundation 2012
>> Describe
how Joseph
interacts with
the elements
below>>>
How does he
find out about
this
opportunity
How does he
sign up or
commit &
what’s
required for
this to happen
What happens
at the
beginning
What are the
next steps?
How is
progress and
impact
measured?
How does it
end – what
next?
Joseph: what he
does, what he
knows, how he
feels and thinks
Touchpoints eg
digital or physical
things Joseph
interacts with
People that
Joseph interacts
with (e.g. other
customers or
participants)
What does the
City of Tilburg
need to do?
What do the
other partners
need to do (be as
specific as
possible)
Issues and
opportunities for
making this a
great experience
“Frontstage”–what
Josephexperiences
“Backstage”-Josephdoes
notdirectlyexperience
User Journey Map for ‘Joseph’

2. Slide 2 The Young Foundation 2012
>> Describe
how Joseph
interacts with
the elements
below>>>
How does he
find out about
the
Apprenticeship
Academy?
How does he
sign up or
commit &
what’s required
for this to
happen
What happens
as he starts the
Apprenticeship
Key moments
on his learning
journey
How is his
Apprenticeship
monitored and
assessed?
What happens
after he’s
finished it
Joseph: what he
does, thinks,
knows, feels
Touchpoints eg
digital or physical
things Joseph
interacts with
People that
Joseph interacts
with (e.g. other
learners or
trainers)
KCH’s “backstage”
staff and
structures that
support the
Academy
Local authority,
Lambeth College
staff or structures
“backstage” that
support the
Academy
Issues and
opportunities for
making this a
great experience
Gets email from
Lambeth College
where he did his ICT
BTECH diploma.
Joseph would like
to find a job in ICT.
Hasn’t been able to
get an interview
Goes to an
information
session held
at KCH;
Follows up
with an
application;
is accepted
in the
Academy.
Apprenticeship Academy
Placed in a one year IT
support role with LB
Lambeth. He has one
day a week training
courses coordinated
through the
Academy with
apprentices from other
institutions.
Struggles to
find his place;
finds support
through
Academy
structures;
completes the
apprenticeship.
All Academy
apprentices
assessed using
existing KCH
monitoring and
evaluation
frameworks.
Joseph is
inspired and
to go on a
ICT degree
course.
KCH provides
Academy
back office
support.
Other
institutional
members in
Academy
provide
dedicated staff
to support local
apprentices and
liaise with KCH
central support
All Academy
partners
promote the
apprenticeship
opportunity
through their
networks.
Challenges:
• getting buy in
from internal
buy-in from
potential
Academy
members;
• Funding;
• Sustainability.
Benefits:
• Improved
pathway to
employment
• Replicating
and scaling
a successful
programme.