Mapa da jornada da experiência de alunos ingressantes no IFS, campus São Cristóvão: um produto editorial à luz da gestão do conhecimento do cliente

Abstract

This dissertation aimed to structure an editorial product in the form of an Informative Guide to assist managers of the Federal Institute of Sergipe, São Cristóvão Campus, in improving access to and use of the Integrated Academic Activity Management System (SIGAA) by incoming students of the institution’s Integrated High School program. To achieve this, an Integrative Systematic Review was conducted on the key elements of Customer Knowledge Management (CKM), focusing on the knowledge managed within this approach. Subsequently, a field study was carried out, starting with data collection and document analysis of institutional information to better define the research object. Semi-structured interviews were then conducted with students to identify the difficulties and challenges they faced in accessing and using SIGAA, with the collected knowledge analyzed through Thematic Analysis. Based on these analyses, the research structured a Persona representing the interviewed students. Using their characteristics, a Student Experience Journey Map with SIGAA was created. This map details all stages and touchpoints students have not only with SIGAA but also with the Federal Institute of Sergipe and its staff, covering the period from enrollment at the institution to the daily use of the system in their academic routine. The map also highlights difficulties, concerns, challenges, and expectations that students experience throughout these stages, as well as ideas and suggestions to enhance their experience. From the developed Persona and Journey Map, the editorial product that is the focus of this research was created: an Informative Guide that provides managers with a deep understanding of incoming students—not only from a socio-demographic perspective but also by revealing their main challenges and expectations regarding their new academic journey. This enables managers to prioritize the development of solutions aimed at mitigating the operational and informational barriers students encounter.