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4 .4  Empathy Map
            Map what the users say, think, do and feel about the problem in this table:

             What our users are saying?                      What our users are thinking?

             I WANT TO KNOW ABOUT MY CAREER CHOICES          I AM CONFUSED
                                                             Is the counsellor  uali ed enough to ans er my
             WILL MY SUBJECTS BE IMPORTANT AFTER 10          queries?
             YEARS?
                                                             What if this leads to some future problems regarding
                                                             my career?
                                                             WILL I GET A GOOD JOB/SALARY WITH THESE
                                                             SUBJECTS?

             What our users are doing?                       How our users feel?
             GOING TO THE COUNSELLOR TO DISCUSS              STRESSED
             CHECKING WEBSITES ON THE INTERNET FOR           DOUBTFUL
             CAREER OPTIONS                                  NERVOUS
             CHECKING OUT COLLEGES                           ANXIOUS
                                                             OVERWHELMED
                                                             CONFUSED
                                                             RELUCTANT
                                                             PENSIVE
                                                             TROUBLED
                                                             DELIRIOUS


            4 .5  W  hat ar e the usual steps that user s cur r ently tak e r elated to the pr ob lem and w her e ar e
            the difficulties
             1. Students physically queue outside the counsellor’s room.
             2. Counsellor has to take each student’s queries.

             3. This process is time-consuming as the Counsellor takes time to answer individual queries.
             4.  Parents have a lot of expectations nowadays; so, students like to be updated about their career choices. Most
               of the questions by students are common; so, the counsellor ends up repeating the same facts.


            4 .6   W  r ite your  team’ s pr ob lem statement in the f or mat b elow .
             Students and Counsellor  a specific user or group of users
             are experiencing issues with career counselling queries  problem  today
             because of sheer volume of queries  cause


             Rate yourself
                             3

             Problem De nition
             1 point – The user group is described but it is unclear how they are affected by the problem.

             2 points – Understanding the user group is evidenced by completion of most of the steps in this section.
             3  points – Understanding the user group is evidenced by completion of most of the steps in this section and
               thorough investigation.



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