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LIBBY CARDONE UNDERCOVER BOSS EMPATHY MAP · PDF file empathy map libby cardone. in season three episode two of undercover boss kriston dean, director of merchandising & marketing

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Text of LIBBY CARDONE UNDERCOVER BOSS EMPATHY MAP · PDF file empathy map libby cardone. in season...

  • UNDERCOVER BOSS EMPATHY MAP LIBBY CARDONE

  • IN SEASON THREE EPISODE TWO OF UNDERCOVER BOSS KRISTON DEAN, DIRECTOR OF MERCHANDISING & MARKETING OF PURDY'S

    CHOCOLATE GOES UNDERCOVER IN HER OWN COMPANY AS DEVON, TO UNCOVER WHERE PURDY'S NEED TO MAKE IMPROVEMENTS IN ORDER

    TO CONQUER THE CANADIAN CHOCOLATE MARKET. WHILE UNDERCOVER KRISTON WORKS THE ASSEMBLY LINE AND INSIDE STORE LOCATIONS TO SEE WHAT WORKING OUTSIDE OF THE

    CORPORATE OFFICE IS LIKE. THIS PROJECT'S EMPATHY MAPS WILL FOCUS ON KRISTON AND AN ASSEMBLY LINE WORKER NAMED

    KATHY.

  • BACKGROUND ON PURDY'S CHOCOLATIER

    STARTED IN 1907 IN VANCOUVER CANADA BY RICHARD

    PURDY, TODAY PURDY'S HAS OVER 70 STORES OPEN ALL

    ACROSS CANADA. PURDYS CHOCOLATIER WAS VOTED BY ITS

    EMPLOYEES AS ONE OF CANADA'S 50 BEST EMPLOYERS FOR

    THE YEARS 2002, 2004, 2008, 2009, 2014, 2015 AND

    2016.

  • Kriston Dean comes

    from a family of hard

    working women all

    holding major job

    titles in their

    respective companies.

    She is very passionate

    about her job and her

    family. She takes up

    the identity of rock-

    girl Devon to learn

    more about the company

    and how it can

    improve.

  • KRISTON IS SET TO WORK ON AN ASSEMBLY LINE WHERE SHE MEETS KATHY. SHE'S TOUCHED BY KATHY'S STORY OF STAYING AT WORK INSTEAD OF RETIRING TO PAY FOR HER GRANDSON'S COLLEGE. SHE IS AMAZED BY KATHY'S TECHNIQUE AND SKILL AT HER JOB WHILE LISTENING TO HER TALK ABOUT THE TOUGH WORKING CONDITIONS THAT SHE GOES THROUGH EVERY DAY.

  • KRISTON'S

    EMPATY MAP

  • Kathy the line worker

    had planned on

    retiring years ago but

    decided to help her

    daughter raise her son

    and put him through

    college. Her husband

    has recently fallen

    ill and can't help by

    working any longer.She

    complains about the

    uncomfortable working

    conditions and high

    responsibility of the

    job. However her work

    ethic is incredible

    and she's the best at

    what she does.

  • KATHY'S

    EMPATY MAP

  • CONCLUSION

    THE UNDERCOVER BOSS EXPERIMENT ALLOWED KRISTON TO OBTAIN A

    DEEPER UNDERSTANDING FOR THE COMPANY SHE HELPS RUN. SHE

    LISTENED TO WHAT HER EMPLOYEES WERE SEEING AND DOING AND DID

    HER BEST TO MAKE ADJUSTMENTS BASED ON THEIR FEEDBACK AND USING

    EMPATHY. IN THE END SHE ALSO OFFERED TO PAY OFF KATHY'S

    GRANDSON'S LAST TWO YEARS OF COLLEGE SO KATHY COULD RETIRE

    EARLY.

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