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Telus Journey Map for a Customer with Dyslexia (Decide to go to Telus…

- - - - Walk into store
        
        Browse
        
        In-store television advertisements # # #
        
        Cannot read from a distance
        
        Cannot retain information
        
        Overwhelming
        
        Informational
        
        Distracting
        
        Noisy
        
        Play with the devices # #
        
        Look into other services (TV, Internet)
        
        Looks into accessibility options on Android
        
        Looks into accessibility options on iPhone
        
        Pick up a pamphlet
        
        Learn about phone plans
        
        Boring #
        
        abandon purchase
        
        Hard to read fonts #
        
        abandon purchase
        
        Hard to calculate yearly costs due to possible struggles with math. #
        
        abandon purchase
        
        Hard to read numbers
        
        abandon purchase
        
        Too much information #
        
        abandon pruchase
        
        Struggling due to text size #
        
        abandon purchase
        
        Talk to an associate
        
        Not helpful due to insensitivity to accessibility needs #
        
        Abandon purchase
        
        Possible communication barrier due to speech delay #
        
        Learn about phone plans
        
        Too many numbers
        
        Lack of knowledge on accessibility?
        
        Hard time retaining information
        
        Billing
        
        Confused/Don't understand
        
        Overwhelmed
        
        Confused about plan and the costs associated
        
        Struggling with numbers
        
        Hard to read fonts