Assignment Rubric

Elements  Criteria

1. Challenge  Due to the COVID-19 outbreak, many cities were under lockdown. As a result, the public  transports were disrupted. The footfall of Delhi Metro decreased by 57% after the relaxation of  the lockdown in comparison to the pre-pandemic numbers.

2. Selection  Tool used is visualization as per the module 1. Visualization is about visual thinking. It is using  image and not about drawing; It pushes us beyond using words or language alone. It is a way of  unlocking a different part of our brains that allows us to think nonverbally and that managers  might not normally use. When you explain an idea using words, the rest of us will form our  own mental pictures, usually informed by our training.

3. Application  Visualization will allow an individual to step into the consumer’s shoe and take the journey of a  metro ride, right from buying a ticket to exiting a station, with him.

4. Insight  Think and identify potential challenges faced by a customer when availing the metro service,  specially in the context of COVID-19 pandemic. The challenges identified were:  -Social distancing  -Non-observance of COVID appropriate behaviours  -Non availability of “Touch-less” ride  -Renewal of virus-borne inside the metro coach

5. Approach  Mind mapping to articulate and structure the customer’s journey


Assignment Rubric Elements Criteria 1 . Challenge Due to the COVID-19 outbreak , many cities were under lockdown . As a result , the public transports were disrupted . The footfall of Delhi Metro decreased by 57 % after the relaxation of the lockdown in comparison to the pre - pandemic numbers . 2 . Selection Tool used is visualization as per the module 1 . Visualization is about visual thinking . It is using image and not about drawing ; It pushes us beyond using words or language alone . It is a way of unlocking a different part of our brains that allows us to think nonverbally and that managers might not normally use . When you explain an idea using words , the rest of us will form our own mental pictures , usually informed by our training . 3 . Application Visualization will allow an individual to step into the consumer ’s shoe and take the journey of a metro ride , right from buying a ticket to exiting a station , with him . 4 . Insight Think and identify potential challenges faced by a customer when availing the metro service , specially in the context of COVID-19 pandemic . The challenges identified were : -Social distancing -Non - observance of COVID appropriate behaviours -Non availability of “ Touch - less ” ride -Renewal of virus - borne inside the metro coach 5 . Approach Mind mapping to articulate and structure the customer ’s journey