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1.1. Students Perspective

HEARING

- “How do you do this exercise?”

- “Do you have any review materials?”

- “Would you like to go for coffee with me to brush up on the basics?”

- “How can you review so quickly in such a short time?”

SEEING

- Seeing that order students are studying in groups and solving exercises.

- Many of them have a wealth of study materials, while I lack reference sources.

SAYING & DOING

- Trying various online self-study methods.

- Searching for materials from forums and study groups.

- Looking up both online and offline courses to support my review.

THINKING & FEELING

- Feeling confused, discouraged, and disappointed in my own abilities.

- ﻿﻿“Where should I find study materials?”

- ﻿﻿“Worried about now to review effectively in a short time”

PAINS

- Low grades.

- Poor concentration in studying.

GAINS

- Improving grades.

- Understanding lessons.

- Enhancing academic performance.

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Beige Modern Chic Customer Empathy Map Brainstorm (3)

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1.2. Tutors Perspective

SEEING

- Job postings on social media (Facebook, LinkedIn...).

- Online tutoring platforms like Edumall, Topica, or TutorABC.

- High competition with other candidates who have similar qualifications.

HEARING

- ﻿﻿“Tutors with strong results get more opportunities”

- ﻿﻿“Online tutoring platforms are becoming popular”

- ﻿﻿“Students prefer engaging and interactive teaching methods”

DOING & SAYING

- Search for job postings on recruitment websites.

- ﻿﻿“I hope to find a job that fits my schedule”

- ﻿﻿“Should I try online tutoring?”

- ﻿﻿“Should I enroll in a course from a famous teacher to gain experience?”

THINKING & FEELING

- ﻿﻿“How can I stand out from other tutors?”

- ﻿﻿“Is the fee I'm asking reasonable?”

- Worried about not finding enough students, hopeful for a stable job and cooperative students.

- ﻿﻿“Will students be interested in my method?”

PAINS

- Difficulty building credibility or a personal brand.

- Difficulty in arranging schedules for students.

- Spending a lot of time recruiting students.

GAINS

- Establishing a reputation and gaining trust in the online tutoring community.

- Flexible teaching hours as desired.

- Saving time in recruitment

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1. Student Perspective

Name: Yves

Age: 18

Gender: Female

Personality: Introverted, Perfectionist, Independent

Occupation: Student

Bio: Yves is a 18-year-old high school student who has always managed to stay afloat academically, but recently, things have started to feel overwhelming. As classes have gotten harder, Yves has found it difficult to keep up with the coursework, particularly in math and science. Despite spending extra hours on homework, the grades haven’t improved, and the stress is starting to show.

Goals:

- Improve grades in math and science.

- Develop better study habits.

- Build confidence in social interaction.

Challenges:

- Difficulty concentrating in class.

- Overwhelming by complex subject.

- Face anxiety during texts.

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II.1. Tutor Perspective

Name: Elio

Gender: Male

Age: 27

Occupation: Professor

Characteristic: Encouraging / Critical Thinker / Adaptable

Bio:

Prof. Elio is an Associate Professor of Applied Linguistics and a freelance e-tutor specializing in academic writing and educational technology. Known for his innovative teaching methods, Prof. Elio combines empathy, adaptability, and tech-savviness to help students worldwide succeed. Whether guiding thesis development, improving language proficiency, or teaching effective study strategies, he's committed to making learning accessible and engaging for all.

Goals:

- To empower global learners.

- To innovate in education.

- To promote lifelong learning.

Challenges:

- Balancing commitments.

- Adapting to diverse needs.

- Maintaining accessibility.

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I) Value proposition

1.Gain creators

Solving tough questions in a short amount of time

A reliable and capable tutor

2.Products and services

Connecting learners with tutors

3. Pain relievers

Flexible schedule

Reasonable pricing

Finding a suitable tutor

II) Customer segment

1. Gains

Understanding lessons

Enhancing learning

Improving grades

2.Pains

Unable to find a suitable tutor

Unreasonable pricing and schedule

3.Customer jobs

Learning researching

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I) Value proposition

1.Gain creators

Solving tough questions in a short amount of time

A reliable and capable tutor

2.Products and services

Connecting learners with tutors

3. Pain relievers

Flexible schedule

Reasonable pricing

Finding a suitable tutor

II) Customer segment

1. Gain

Understanding lessons

Enhancing learning

Improving grades

2.Pain

Unable to find a suitable tutor

Unreasonable pricing and schedule

3.Customer jobs

Learning researching

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I) Value proposition

1. Gain creators

Evaluating tutor’s qualifications

Sharing knowledge

2. Products and services

Connecting tutors with learners

3. Pain relievers

Fixed pricing

Flexible schedule

Obtaining learners base

II) Customer segment

1. Gains

Practical experience

Personal branding

Stable income

2. Pains

Unable to find potential learners

Unreasonable deal and schedule

3. Customer jobs

Low income tutors

Inexperienced in teaching jobs