USER JOURNEY MAP STUDENT
KEY
NEEDS & MOTIVATIONS:
TOUT STUDENT
-
Wants freedom and independence Would rather choose an easier and faster route Will likely have to pay a bribe in the process Everyone else pays bribes
RTA OFFICIAL
+
LESS TIME IS TAKEN QUICKENING THE PROCESS CAUSING MORE TIME DELAYING PROCESS
Wants a Driving License
GOES TO DRIVING SCHOOL
+
FINDS OUT A RESOURCE FOR GETTING LICENSE WITHOUT GOING THROUGH RTA
LEARNS TO DRIVE
CONTACTS THIS PERSON
GETS INFO- DOCS. NEEEDED
APPLIES FOR LICENSE
PAYS BRIBE WAITS FOR APPOINTMENT AT RTA (QUEUE)
PAYS BRIBE (TO DRIVING SCHOOL/RTA)
DOES NOT GET APPOINTMENT GETS LICENSE Frustration
GOES TO RTA AND GETS A LICENSE
GETS APPOINTMENT TAKES TEST
FAILS
PASSES
PAYS RTA & GETS LICENSE (FEE)
+
+MONEY TO
PAYS BRIBE
RECIEVE LICENSE RS500+RS1200 (BRIBE+FEE)
GETS LICENSE