MS2 5 Journey maps - ISIS3510-Group-27/Documentation GitHub Wiki

The first journey map regarding the problem of Registered Student Organizations can be found here: FirstJourneyMap.pdf

Situation: A Universidad de los Andes student decides to commute by car and tries to park near or inside the university.

User: Student who occasionally commutes to campus by car.

Journey goal: Arrive at Universidad de los Andes, find a parking space, and reach university activities on time.

	1. Decides to drive	2. Plans the trip	3. Drives toward campus	4. Arrives at the parking area	5. Deals with the parking situation	6. Parks and enters campus
Stage of Journey	Transportation decision	Trip preparation	Approaching university	Discovering actual parking conditions	Waiting / evaluating alternatives	Continuing with university activities
Activities	Decides whether using the car is convenient for that day.	Chooses when to leave and considers that parking may take additional time.	Drives toward Universidad de los Andes without knowing exactly what the parking situation will be.	Sees the actual state of the parking area and whether there is a queue or difficulty entering.	Decides whether to continue waiting or adapt the original plan depending on what is happening.	Finally parks and continues toward class or other activities at the university.
Information available	Mainly previous parking experiences and expectations.	There is no reliable information about what the parking situation will be when arriving.	The parking situation is still uncertain.	The user finally obtains direct information by physically seeing the parking conditions.	The user now understands the situation, but most of the trip has already been completed.	The user knows how much the parking process affected the trip only after completing it.
Feelings & Needs	Uncertainty: Is driving a good decision today? Need: Enough information to decide how to travel.	Concern about delay: How much additional time should be considered? Need: Better predictability when planning the trip.	Uncertainty continues: The user still does not know whether parking will be easy or difficult. Need: Know the situation before reaching the parking area.	Concern about time: The user discovers the situation only after arriving. Need: Understand whether waiting is convenient.	Pressure to react: The decision is now between waiting or changing the original plan after already driving to campus. Need: Make a better-informed decision earlier in the journey.	Relief after parking, but possible schedule impact: The parking process may have added unexpected time to the trip. Need: Make future trips more predictable.
Pain Points / Insights	The decision to drive is made with incomplete information.	The user has to include extra time because parking conditions are unpredictable.	Previous experience is used to estimate what might happen, but it does not guarantee the current situation.	Important information becomes available too late: only once the user is already at the parking area.	Alternatives become less convenient because the user has already committed to traveling by car.	The impact of parking extends beyond parking itself because it can affect the user's schedule at the university.
Potential Opportunities for Improvement	Help the user evaluate whether driving is convenient before beginning the trip.	Reduce uncertainty when estimating how much time should be reserved for parking.	Provide useful parking information before the user reaches campus.	Give earlier visibility into the current parking situation instead of requiring the user to discover it physically.	Help the user compare waiting with other possible alternatives while there is still time to change plans.	Use previous parking experiences or parking data to improve planning for future trips.

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Step	Emotional state
Decides to drive	Uncertain
Plans the trip	Concerned about possible delays
Approaches campus	Still uncertain about what will happen
Sees the parking situation	Highest concern because the real situation is only discovered at this point
Waits / adapts the plan	Pressure to make a decision after already arriving
Parks and continues	Relief, although the parking process may have affected the original schedule

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The most important issue identified in this journey is not only the limited availability of parking spaces, but the timing of the information available to the user.

The student makes several important decisions — whether to drive, when to leave, and how much additional time to reserve — before knowing the actual parking conditions. By the time the user can directly observe the parking situation, they have already committed to traveling by car and have fewer convenient alternatives available.

The journey map regarding the problem of student finding places can be found here: Customer_Journey_Map.pdf