Abstract:

At the School of Industrial Engineering (Eii) of the University of Valladolid (UVa) there is a stable group of teachers highly motivated by continuous teaching improvement. Its objectives are, mainly, the permanent training of its members, consolidation as a work team and social responsibility with the educational environment in which they work. In the 2016-2017 academic year, they designed a peer tutoring system for new students at the Eii, which would facilitate their incorporation into university life. This program is called Mentor Tutorial Attention Program (Mentor TAP) and consists of a student of higher courses, "mentor", supervised by a professor, "tutor", that guides and advises a group of new students, "mentored", to help them in their incorporation to the Eii, and to contribute to the success of their university studies. In addition, this Mentor TAP seeks that the students of higher courses, "mentors", can develop their social skills, communication, leadership, teamwork... skills that constitute a basic part of the professional and training curriculum of all Degrees of the Industrial Branch taught in the Eii. That is why this program responds to the formula "accompaniment" + "training".

Based on what has been described above and taking into account that the key element of the program are the “mentors”, as they are a link between both “mentored” and “tutors”, one of the continuity branches of the program focused on analyzing the experiential journey of “mentors” through a Design Thinking tool: development of the Customer Journey Map (CJM) of the “mentors”. In this communication, the analysis of the “mentor” role is presented through this tool, examining the goals of the mentors, their expectations as users of the program, the points of contact, etc...

Thanks to the Customer Journey Map, it is intended to more easily detect the real needs of the "mentor" profile within the Mentor TAP in each of the touchpoints in which it interacts with it, understanding these touchpoints as the key moments of the "mentor" which, from the program, must be corrrectly managed or stimulated in order to achieve optimal results

Keywords:

University mentoring program, the Customer Journey Map, mentor.