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Customer Journey Canvas

Start of the exchange period End of the exchange period

Pre-service period Service period Post-service period

Advertisement/ Public relations

Social media

Word-to-mouth

Past experiences

Expectations Experiences Satisfaction/ Dissatisfaction

Service Journey

Orientation week Familiarizationevents

Learning localcultural habits and

meeting localstudents

Group works indifferent courses

Weekly happenings

Questionnaireregarding the

exchange students'satisfaction

Questionnaireregarding the

exchange students'satisfaction

"After-study" events

Leavingconversations

(giving feedback toeach others)

Customer relationship management

Social media

Word-of-mouth

Meeting withstudents and tutors

Meeting withstudents and tutors

Travelling

Informationmanipulability

Informationcredibility

Good university website

Handbook of participation in a student exchangeprogram

Video/Live-meeting before the exchange starts(previous year's exchange students participating)

Social media group where can be deliveredinformation before the exchange period starts

Experiences of previous year's exchange students

Communication between university partners and alsocoordinators of international offices of universities

Exchange student's past experiences of similarservices (exchange programs)

Communication between different parties related toexchange

Video/ Live-meeting after the exchange period

Later communication in social media group, likeFacebook

Deliver of experiences of the exchange period