MATERIAL FOR DESIGN PSSD 2009/2010
CUSTOMER JOURNEY MAP
SENEGALESE COMMUNITY
01 JOURNEY MAP
PLAN THE TRIP
Legal contract
Sleep in dormitory
DESIRE to make FORTUNE
Embassy
Rent a room
Language courses by Municipality
Live in Italy
YES Resident permit
Bookseller
Rent a room / flat Questura said YES Resident permit
Marry an Italian girl Pay to obtain VISA
Host in senegalese friends’ house Meet people who offer you a legal Job
Questura
Legal Job
Illegal work Sleep in the street
Go ahead
Loose the job Language courses by Community centres
Come illegally
New job
Send money and contact the family
Look for a new job
Hosted in friends’ house
NO Resident permit
Illegal Job
Sleep in the street
Unemployed Residance permit expired
Come back to Senegal
FIRST APPROACH PLAN THE TRIP
Legal contract
Sleep in dormitory
DESIRE to make FORTUNE
Embassy
Rent a room
Language courses by Municipality
Live in Italy
YES Resident permit
Bookseller
Rent a room / flat Questura said YES Resident permit
Marry an Italian girl Pay to obtain VISA
Host in senegalese friends’ house Meet people who offer you a legal Job
Questura
Legal Job
Illegal work Sleep in the street
Go ahead
Loose the job Language courses by Community centres
Come illegally
New job
Send money and contact the family
Look for a new job
Hosted in friends’ house
NO Resident permit
Illegal Job
Sleep in the street
Unemployed Residance permit expired
Come back to Senegal
FIRST APPROACH
LIFE IN ITALY
PLAN THE TRIP
Legal contract
Sleep in dormitory
DESIRE to make FORTUNE
Embassy
Rent a room
Language courses by Municipality
Live in Italy
YES Resident permit
Bookseller
Rent a room / flat Questura said YES Resident permit
Marry an Italian girl Pay to obtain VISA
Host in senegalese friends’ house Meet people who offer you a legal Job
Questura
Legal Job
Illegal work Sleep in the street
Go ahead
Loose the job Language courses by Community centres
Come illegally
New job
Send money and contact the family
Look for a new job
Hosted in friends’ house
NO Resident permit
Illegal Job
Sleep in the street
Unemployed Residance permit expired
Come back to Senegal
FIRST APPROACH
LIFE IN ITALY
END OF THE JOURNEY
PLAN THE TRIP
Legal contract
Sleep in dormitory
DESIRE to make FORTUNE
Embassy
Rent a room
Language courses by Municipality
Live in Italy
YES Resident permit
Bookseller
Rent a room / flat Questura said YES Resident permit
Marry an Italian girl Pay to obtain VISA
Host in senegalese friends’ house Meet people who offer you a legal Job
Questura
Legal Job
Illegal work Sleep in the street
Go ahead
Loose the job Language courses by Community centres
Come illegally
New job
Send money and contact the family
Look for a new job
Hosted in friends’ house
NO Resident permit
Illegal Job
Sleep in the street
Unemployed Residance permit expired
Come back to Senegal
LEGAL
Legal contract
Sleep in dormitory
DESIRE to make FORTUNE
Embassy
Rent a room
Language courses by Municipality
Live in Italy
YES Resident permit
Bookseller
Rent a room / flat Questura said YES Resident permit
Marry an Italian girl Pay to obtain VISA
Host in senegalese friends’ house Meet people who offer you a legal Job
Questura
Legal Job
Illegal work Sleep in the street
Go ahead
Loose the job Language courses by Community centres
Come illegally
New job
Send money and contact the family
Look for a new job
Hosted in friends’ house
NO Resident permit
Illegal Job
Sleep in the street
Unemployed Residance permit expired
Come back to Senegal
LEGAL
Legal contract
Sleep in dormitory
DESIRE to make FORTUNE
Embassy
Rent a room
Language courses by Municipality
Live in Italy
YES Resident permit
Bookseller
Rent a room / flat Questura said YES Resident permit
Marry an Italian girl Pay to obtain VISA
Host in senegalese friends’ house Meet people who offer you a legal Job
Questura
Legal Job
Illegal work Sleep in the street
Go ahead
Loose the job Language courses by Community centres
Come illegally
New job
Send money and contact the family
Look for a new job
Hosted in friends’ house
NO Resident permit
Illegal Job
Sleep in the street
Unemployed Residance permit expired
ILLEGAL
Come back to Senegal
02 PERSONAS
“
+GREEN persona
He arrived legally Questura didn’t give him residence permit
”
“
He married an italian girl
The italianish
He became an italian citizen
”
He wants to live in italy with his new family
All my sacrifice worth.
Legal contract
Sleep in dormitory
DESIRE to make FORTUNE
Embassy
Rent a room
Language courses by Municipality
Live in Italy
YES Resident permit
Bookseller
Rent a room / flat Questura said YES Resident permit
Marry an Italian girl Pay to obtain VISA
Host in senegalese friends’ house Meet people who offer you a legal Job
Questura
Legal Job
Illegal work
Sleep in the street
o ahead
Loose the job Language courses by Community centres
Come illegally
New jobG
Send money and contact the family
Look for a new job
Hosted in friends’ house
NO Resident permit
Illegal Job
Sleep in the street
Unemployed Residance permit expired
Come back to Senegal
“
He arrived legally
+ YELLOW persona
The questura didn’t give him the residence permit
”
“
He met people who offer him a legal job
The hopeful immigrant
He lost the job and he became illegal He is hopeful to find a new job
Legal contract
Sleep in dormitory
DESIRE to make FORTUNE
Embassy
Rent a room
Language courses by Municipality
Live in Italy
YES Resident permit
Bookseller
Rent a room / flat Questura said YES Resident permit
Marry an Italian girl Pay to obtain VISA
Host in senegalese friends’ house Meet people who offer you a legal Job
Questura
Legal Job
Illegal work
Sleep in the street
New jobG
Send money and contact the family
o ahead
Loose the job Language courses by Community centres
Come illegally
”
He will come back to Senegal with his head held high
One day everything. will be better.
Look for a new job
Hosted in friends’ house
NO Resident permit
Illegal Job
Sleep in the street
Unemployed Residance permit expired
Come back to Senegal
”
He comes illegally
“
+ BLUE persona
Sells illegal stuff on the street
”
“
He stays all the time illegal
The homesick
He wants to escape
Looking for the way to go back.
Legal contract
Sleep in dormitory
DESIRE to make FORTUNE
Embassy
Rent a room
Language courses by Municipality
Live in Italy
YES Resident permit
Bookseller
Rent a room / flat Questura said YES Resident permit
Marry an Italian girl Pay to obtain VISA
Host in senegalese friends’ house Meet people who offer you a legal Job
Questura
Legal Job
Illegal work Sleep in the street Sleep in the street
o ahead
Loose the job Language courses by Community centres
Come illegally
New jobG
Send money and contact the family
Look for a new job
Hosted in friends’ house
NO Resident permit
Illegal Job
Sleep in the street
Unemployed Residance permit expired
Come back to Senegal
“
+ RED persona
He comes illegally He is here from few days
“
He still thinks that Italy is a Paradise
”
The new one
He doesn’t know about his future
I can’t wait to see the paradise.
Legal contract
Sleep in dormitory
DESIRE to make FORTUNE
Embassy
Rent a room
Language courses by Municipality
Live in Italy
YES Resident permit
Bookseller
Rent a room / flat Questura said YES Resident permit
Marry an Italian girl Pay to obtain VISA
Host in senegalese friends’ house Meet people who offer you a legal Job
Questura
Legal Job
Illegal work
Sleep in the street
New jobG
Send money and contact the family
o ahead
Loose the job Language courses by Community centres
Come illegally
”
Look for a new job
Hosted in friends’ house
NO Resident permit
Illegal Job
Sleep in the street
Unemployed Residance permit expired
Come back to Senegal
03 PHASES
PLAN THE TRIP GET VISA and PLAN THE TRIP Sleep in dormitory
DESIRE to make FORTUNE
Embassy
Pay to obtain VISA
Rent a room
Host in senegalese friends’ house
Come illegally Sleep in the street
PLAN THE TRIP GET VISA and PLAN THE TRIP Sleep in dormitory
DESIRE to make FORTUNE
Embassy
Pay to obtain VISA
Rent a room
Host in senegalese - Illegal Intermediary friends’ house
- Family Saving money - Plane Come illegally
Sleep in the street
PLAN THE TRIP GET VISA and PLAN THE TRIP Sleep in dormitory
DESIRE to make FORTUNE
Embassy
Pay to obtain VISA
Rent a room
Host in senegalese - Illegal Intermediary friends’ house
- Family Saving money - Plane Come illegally
Sleep in the street
- Illegal travel dealer - Boat - Port - Illegal immigrants - Border controll
FIRST APPROACH FIRST ACCOMODATION
LANGUAGE
FIRST JOB
Sleep in dormitory Legal contract Rent a room
Language courses by Municipality
Bookseller
Host in senegalese friends’ house Language courses by Community centres
Que Illegal work
Sleep in the street
FIRST APPROACH FIRST ACCOMODATION
LANGUAGE
FIRST JOB
Sleep in dormitory Legal contract Rent a room
Language courses by Municipality
Bookseller
Host in senegalese friends’ house Language courses by Community centres
estura
Que Illegal work
Sleep in the street
- Homeless people - Dangerous people - Police
FIRST APPROACH FIRST ACCOMODATION
LANGUAGE
FIRST JOB
Sleep in dormitory Legal contract Rent a room
Language courses by Municipality
Bookseller
Host in senegalese friends’ house Language courses by Community centres
Que Illegal work
Sleep in the street
- Homeless people - Dangerous people
- Other senegalese people
- Police
- Strong community
FIRST APPROACH FIRST ACCOMODATION
LANGUAGE
FIRST JOB
Sleep in dormitory Legal contract Rent a room
Language courses by Municipality
Bookseller
Host in senegalese friends’ house Language courses by Community centres
estura
Que Illegal work
Sleep in the street
- Homeless people - Dangerous people
- Other senegalese people
- Police
- Strong community
- Community Center office - Classmates - Volunteer teacher
FIRST APPROACH FIRST ACCOMODATION
LANGUAGE
FIRST JOB
Sleep in dormitory Legal contract Rent a room
Language courses by Municipality
Host in senegalese friends’ house Language courses by Community centres
Bookseller
- Subscription office - Classmates - Teacher Illegal work
Sleep in the street
- Homeless people - Dangerous people
- Other senegalese people
- Police
- Strong community
- Community Center office - Classmates - Volunteer teacher
Que
FIRST APPROACH - Publishing house
FIRST ACCOMODATION
LANGUAGE
Sleep in dormitory
FIRST JOB - Senegalese friends and colleague
Legal contract Rent a room
Language courses by Municipality
Host in senegalese friends’ house Language courses by Community centres
estura
Bookseller
- Subscription office - Classmates - Teacher Illegal work
Sleep in the street
- Homeless people - Dangerous people
- Other senegalese people
- Police
- Strong community
- Community Center office - Classmates - Volunteer teacher
- Pedestrians
Que
LIFE IN ITALY RESIDENCE PERMIT
JOB
YES Resident permit
Rent a room / flat Questura said YES Resident permit
Marry an Italian girl
Meet people who offer you a legal Job
Questura
ACCOMODATION
Legal Job
Hosted in friends’ house
NO Resident permit
Illegal Job
Sleep in the street
LIFE IN ITALY RESIDENCE PERMIT
JOB
YES Resident permit
Rent a room / flat Questura said YES Resident permit
Marry an Italian girl
Meet people who offer you a legal Job
Questura
ACCOMODATION
Legal Job
Hosted in friends’ house
NO Resident permit
- Police - Legal application - Post office
Illegal Job
Sleep in the street
LIFE IN ITALY RESIDENCE PERMIT BENEFITS
JOB
ACCOMODATION
- Get job - Medical assistance YES Resident permit
Rent a room / flat
- Rent a house - Other government services Questura said YES Resident permit
Marry an Italian girl
Meet people who offer you a legal Job
Questura
Legal Job
Hosted in friends’ house
NO Resident permit
- Police - Legal application - Post office
Illegal Job
Sleep in the street
LIFE IN ITALY RESIDENCE PERMIT BENEFITS
JOB
ACCOMODATION
- Get job - Medical assistance YES Resident permit
Rent a room / flat
- Rent a house - Other government services Questura said YES Resident permit
Marry an Italian girl
Meet people who offer you a legal Job
Questura
Legal Job
Hosted in friends’ house
NO Resident permit
CONSEQUENCES - Police can catch you - No hospital services
- Police - Legal application - Post office
- No rent a house - Less opportunities to find a Job - He feel unsuccess
Illegal Job
Sleep in the street
LIFE IN ITALY RESIDENCE PERMIT BENEFITS
JOB - Contract
- Get job
- Colleagues
- Medical assistance YES Resident permit
ACCOMODATION
- Work place
- Rent a house
Rent a room / flat
- Other government services Questura said YES Resident permit
Marry an Italian girl
Meet people who offer you a legal Job
Questura
Legal Job
Hosted in friends’ house
NO Resident permit
CONSEQUENCES - Police can catch you - No hospital services
- Police - Legal application - Post office
- No rent a house - Less opportunities to find a Job - He feel unsuccess
Illegal Job
Sleep in the street
LIFE IN ITALY RESIDENCE PERMIT BENEFITS
JOB - Contract
- Get job
- Colleagues
- Medical assistance YES Resident permit
ACCOMODATION
- Work place
- Rent a house
Rent a room / flat
- Other government services Questura said YES Resident permit
Marry an Italian girl
Meet people who offer you a legal Job
Questura
Legal Job
Hosted in friends’ house
NO Resident permit
CONSEQUENCES - Police can catch you - No hospital services
- Police - Legal application - Post office
- No rent a house - Less opportunities to find a Job - He feel unsuccess
Sleep in the street
Illegal Job
- Streets - Colleagues - Pedestrian -Police
LIFE IN ITALY RESIDENCE PERMIT BENEFITS
JOB
- Get job - Medical assistance YES Resident permit
- Contract
- Contract
- Colleagues
- Roommates/ wife
- Work place
- Rent a house
ACCOMODATION
- Neighbors
Rent a room / flat
- Other government services Questura said YES Resident permit
Marry an Italian girl
Meet people who offer you a legal Job
Questura
Legal Job
Hosted in friends’ house
NO Resident permit
CONSEQUENCES - Police can catch you - No hospital services
- Police - Legal application - Post office
- No rent a house - Less opportunities to find a Job - He feel unsuccess
Sleep in the street
Illegal Job
- Streets - Colleagues - Pedestrian -Police
LIFE IN ITALY CONTACT FAMILY
Li
room / flat
New job
Send money and contact the family
Go ahead
Loose the job Look for a new job
ends’ house
street
Unemployed Residance permit expired
LIFE IN ITALY
room / flat
CONTACT FAMILY - Money sender office (Money Gram and WU)
Li
- Mobile phone - Internet point New job
Send money and contact the family
Go ahead
Loose the job Look for a new job
ends’ house
street
Unemployed Residance permit expired
LIFE IN ITALY
room / flat
CONTACT FAMILY - Money sender office (Money Gram and WU)
- Contract
Li
- Colleagues
- Mobile phone
- Work place
- Internet point
New job
Send money and contact the family
Go ahead
Loose the job Look for a new job
ends’ house
street
Unemployed Residance permit expired
LIFE IN ITALY
room / flat
ends’ house
street
CONTACT FAMILY - Money sender office (Money Gram and WU)
- Contract
Li
- Colleagues
- Mobile phone
- Work place
- Internet point
New job
Send money and contact the family
Go ahead
Loose the job Look for a new job
- Newspaper - Job office - Friends contacts - Internet
Unemployed Residance permit expired
END OF THE JOURNEY FUTURE DESIRE
Live in Italy
New job
Go ahead
Look for a new job
Come back to Senegal
Unemployed Residance permit expired
END OF THE JOURNEY FUTURE DESIRE
Live in Italy
New job
Go ahead
- New family - Meet italian people - Be completely integrated
Look for a new job
Come back to Senegal
Unemployed Residance permit expired
END OF THE JOURNEY FUTURE DESIRE
Live in Italy
New job
Go ahead
- New family - Meet italian people - Be completely integrated
Look for a new job
Come back to Senegal
- Return ticket Unemployed Residance permit expired
- Plane - Family
04 PROBLEMS & OPPORTUNITIES
PLAN THE TRIP FIRST APPROACH
+ILLEGAL senegalese
Information about Italy
Dangerous Travel illegal intermediaries to get visa
Accomodation
Living with some compatriots
LIFE IN ITALY
High scholarity Resident Permit
Enthusiatic - Positive
Sell goods in the street
Low Italian level Resident Permit
illegal job
Medical Service
Mid Italian Level
illegal for few time
Sell goods in the street Mid Italian Level
He has a legal job
No Italian friends
He might lose his job Homesick - Depressed
illegal job or unemployment.
END OF THE JORNEY
+LEGAL senegalese
Send money to his family Experience in Italy
Maintein his roots A way to return to senegal
Some italian contacts High Italian Level
More integration in Italy More opportunities
PLAN THE TRIP FIRST APPROACH
+ILLEGAL senegalese
Information about Italy
Dangerous Travel illegal intermediaries to get visa
Accomodation
Living with some compatriots
LIFE IN ITALY
High scholarity Resident Permit
Enthusiatic - Positive
Sell goods in the street
Low Italian level Resident Permit
illegal job
Medical Service
Mid Italian Level
illegal for few time
Sell goods in the street Mid Italian Level
He has a legal job
No Italian friends
He might lose his job Homesick - Depressed
illegal job or unemployment.
END OF THE JORNEY
+LEGAL senegalese
Send money to his family Experience in Italy
Maintein his roots A way to return to senegal
Some italian contacts High Italian Level
More integration in Italy More opportunities
PLAN THE TRIP FIRST APPROACH
+ILLEGAL senegalese
Information about Italy
Dangerous Travel illegal intermediaries to get visa
Accomodation
Living with some compatriots
LIFE IN ITALY
High scholarity Resident Permit
Enthusiatic - Positive
Sell goods in the street
Low Italian level Resident Permit
illegal job
Medical Service
Mid Italian Level
illegal for few time
Sell goods in the street Mid Italian Level
He has a legal job
No Italian friends
He might lose his job Homesick - Depressed
illegal job or unemployment.
END OF THE JORNEY
+LEGAL senegalese
Send money to his family Experience in Italy
Maintein his roots A way to return to senegal
Some italian contacts High Italian Level
More integration in Italy More opportunities
PLAN THE TRIP FIRST APPROACH
+ILLEGAL senegalese
Information about Italy
Dangerous Travel illegal intermediaries to get visa
Accomodation
Living with some compatriots
LIFE IN ITALY
High scholarity Resident Permit
Enthusiatic - Positive
Sell goods in the street
Low Italian level Resident Permit
illegal job
Medical Service
Mid Italian Level
illegal for few time
Sell goods in the street Mid Italian Level
He has a legal job
No Italian friends
He might lose his job Homesick - Depressed
illegal job or unemployment.
END OF THE JORNEY
+LEGAL senegalese
Send money to his family Experience in Italy
Maintein his roots A way to return to senegal
Some italian contacts High Italian Level
More integration in Italy More opportunities
PLAN THE TRIP FIRST APPROACH
+LEGAL senegalese
+ILLEGAL senegalese Provide information about the real condition in Italy
Give tools to the Senegalese people living in Italy to help the new ones.
LIFE IN ITALY
Identify and manage the skills and capabilities Improve how they send money to Senegal. Provide medical assitance to the illegal one.
Provide support in case to lose the job.
END OF THE JORNEY
Create cultural activities involving the italians
Help them to return to Senegal in a honorable way.
PLAN THE TRIP FIRST APPROACH
+LEGAL senegalese
+ILLEGAL senegalese Provide information about the real condition in Italy
Give tools to the Senegalese people living in Italy to help the new ones.
LIFE IN ITALY
Identify and manage the skills and capabilities Improve how they send money to Senegal. Provide medical assitance to the illegal one.
Provide support in case to lose the job.
END OF THE JORNEY
Create cultural activities involving the italians
Help them to return to Senegal in a honorable way.
PLAN THE TRIP FIRST APPROACH
+LEGAL senegalese
+ILLEGAL senegalese Provide information about the real condition in Italy
Give tools to the Senegalese people living in Italy to help the new ones.
LIFE IN ITALY
Identify and manage the skills and capabilities Improve how they send money to Senegal. Provide medical assitance to the illegal one.
Provide support in case to lose the job.
END OF THE JORNEY
Create cultural activities involving the italians
Help them to return to Senegal in a honorable way.
PLAN THE TRIP FIRST APPROACH
+LEGAL senegalese
+ILLEGAL senegalese Provide information about the real condition in Italy
Give tools to the Senegalese people living in Italy to help the new ones.
LIFE IN ITALY
Identify and manage the skills and capabilities Improve how they send money to Senegal. Provide medical assitance to the illegal one.
Provide support in case to lose the job.
END OF THE JORNEY
Create cultural activities involving the italians
Help them to return to Senegal in a honorable way.
Thank you
Miguel Bello Emanuela Delfino Silvia Remotti Gabriela Rocha