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Journey Map — International Student, Offer to First Week

A postgraduate student moving from Pune for a September intake: the visa stage is computed as the moment of truth at −2, the offer and the first week share a TIED +2 peak, 6 pain points split evenly across deposit, visa and enrolment, and the sharpest drop is the 3 points from offer to deposit. Fictional university and figures.

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CUSTOMER JOURNEY MAPInternational student — offer to first week at Aldermoor UniversityPostgraduate taught student from India, September intakeAMPERSONAArjun Mehta23, MSc Data Science offer holder from PuneGOALStart the course on time with housing and a visa in placeNEEDSClear deadlines · Help with visa paperwork · A room near campusFRUSTRATIONSAnswers that differ between departments“I'm planning a move across the world from emails.”MOMENT OF TRUTHVisa−2 · Stressed · stage 3 of 6PEAKOffer & First week+2 · 2 stages tie (1 and 6)PAIN POINTS6most at Deposit & CAS, Visa, Enrolment (2)AVERAGE EMOTION+0.2starts +2 · ends +2 · 6 of 6 scoredBEFORE ARRIVALARRIVALSTUDY1OfferMarch2Deposit & CASApril–June3VisaJuly4ArrivalMid-September5EnrolmentWelcome week6First weekWeek 1ActionsWhat they doReceives a conditional offerShares it with his familyPays a £2,000 depositUploads financial evidence forhis visa letterBooks biometricsWaits for the visa decisionLands at HeathrowTakes the airport pickup to hallsQueues for an in-person IDcheckCollects his student cardAttends inductionJoins the Python refresherTouchpointsWhere it happensApplicant portalEmailPayments portalCompliance teamVisa centreEmailAirport pickupHalls receptionWhatsApp groupEnrolment hallStudent appLecturesLearning platformPeer mentorThoughtsWhat they think and say“I got in!”“Is my father's bank statementacceptable?”“If the visa is late I lose theroom I booked.”“The pickup was there waiting —what a relief.”“Two hours in a queue to showa passport I already uploaded.”“My course mates come fromtwelve countries.”EmotionHow it feels+2+10−1−2+2ThrilledPEAK−1Anxious−2StressedMOMENT OF TRUTH+1Relieved−1Frustrated+2ExcitedPEAKPain pointsWhat gets in the wayNO PAIN POINTS2 PAIN POINTSFinancial-evidence rules onlyin a 40-page PDFVisa letter issued 3 weeks afterthe deposit2 PAIN POINTSHousing deposit deadline fallsbefore most visa decisionsNo single contact for visaquestionsNO PAIN POINTS2 PAIN POINTSIn-person ID check repeatsthe online oneStudent card not ready for 3daysNO PAIN POINTSOpportunitiesWhat we could changePersonal checklist of everystep to enrolmentEvidence checker that validatesstatements before uploadHousing deadline that followsthe visa decisionNamed visa adviserExtend the pickup service tolate flightsOnline right-to-study checkwith one desk for exceptionsPair every new student with apeer mentor before arrivalOwner & metricsWho acts, how we measureAdmissionsOffer-to-acceptance 38%Visa complianceVisa letters within 10 workingdays 61%International officeVisa refusals 3%Student servicesPickup uptake 44%RegistryMedian enrolment queue 118 minSchool of ComputingWeek-one attendance 94%JOURNEY INSIGHTSMoment of truth: stage 3, “Visa”, at −2 (Stressed) — the lowest point on the curve, carrying 2 pain points.Peak: “Offer” and “First week” share the high point at +2.Pain points per stage: Offer 0 · Deposit & CAS 2 · Visa 2 · Arrival 0 · Enrolment 2 · First week 0 — 6 in total, most at “Deposit & CAS”, “Visa” and “Enrolment” (2).Sharpest drop: “Offer” → “Deposit & CAS”, −3 points (+2 to −1).Average emotion +0.2 over 6 scored stages; the journey starts at +2 and ends at +2.7 opportunities across 6 stages; every stage with a pain point has at least one opportunity against it.Illustrative example: Aldermoor University is fictional; the persona, quotes and figures are invented for demonstration.

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title "International student — offer to first week at Aldermoor University"
subtitle "Postgraduate taught student from India, September intake"
note "Illustrative example: Aldermoor University is fictional; the persona, quotes and figures are invented for demonstration."

persona "Arjun Mehta"
  role: 23, MSc Data Science offer holder from Pune
  goal: Start the course on time with housing and a visa in place
  needs: Clear deadlines | Help with visa paperwork | A room near campus
  frustrations: Answers that differ between departments
  quote: "I'm planning a move across the world from emails."

phase "Before arrival"
stage "Offer"
  time: March
  actions: Receives a conditional offer | Shares it with his family
  touchpoints: Applicant portal, Email
  thoughts: "I got in!"
  emotion: +2 Thrilled
  opportunity: Personal checklist of every step to enrolment
  owner: Admissions
  metric: Offer-to-acceptance 38%

stage "Deposit & CAS"
  time: April–June
  actions: Pays a £2,000 deposit | Uploads financial evidence for his visa letter
  touchpoints: Payments portal, Compliance team
  thoughts: "Is my father's bank statement acceptable?"
  emotion: -1 Anxious
  pain: Financial-evidence rules only in a 40-page PDF | Visa letter issued 3 weeks after the deposit
  opportunity: Evidence checker that validates statements before upload
  owner: Visa compliance
  metric: Visa letters within 10 working days 61%

stage "Visa"
  time: July
  actions: Books biometrics | Waits for the visa decision
  touchpoints: Visa centre, Email
  thoughts: "If the visa is late I lose the room I booked."
  emotion: -2 Stressed
  pain: Housing deposit deadline falls before most visa decisions | No single contact for visa questions
  opportunity: Housing deadline that follows the visa decision | Named visa adviser
  owner: International office
  metric: Visa refusals 3%

phase "Arrival"
stage "Arrival"
  time: Mid-September
  actions: Lands at Heathrow | Takes the airport pickup to halls
  touchpoints: Airport pickup, Halls reception, WhatsApp group
  thoughts: "The pickup was there waiting — what a relief."
  emotion: +1 Relieved
  opportunity: Extend the pickup service to late flights
  owner: Student services
  metric: Pickup uptake 44%

stage "Enrolment"
  time: Welcome week
  actions: Queues for an in-person ID check | Collects his student card
  touchpoints: Enrolment hall, Student app
  thoughts: "Two hours in a queue to show a passport I already uploaded."
  emotion: -1 Frustrated
  pain: In-person ID check repeats the online one | Student card not ready for 3 days
  opportunity: Online right-to-study check with one desk for exceptions
  owner: Registry
  metric: Median enrolment queue 118 min

phase "Study"
stage "First week"
  time: Week 1
  actions: Attends induction | Joins the Python refresher
  touchpoints: Lectures, Learning platform, Peer mentor
  thoughts: "My course mates come from twelve countries."
  emotion: +2 Excited
  opportunity: Pair every new student with a peer mentor before arrival
  owner: School of Computing
  metric: Week-one attendance 94%