Before the workshop
Read this week’s lecture and open the practice pack and worksheets. Bring a browser and a way to write notes. Use the fictional account aliases; no personal records are needed.
Work the case
Three fictional customers want different things: permanent departure, a one-month break, and continued use on a new phone. Use the Google Play reading to separate the actions.
For each goal, select an action and write its expected result. For the pause example, use the supplied practice condition that payments resume on 8 November.
What you leave with
A goal/action/result table with a resumption date wherever needed.
Check your reasoning after attempting the task
Deleting the app does not answer the billing question. The selected action must match the customer’s stated goal.
Return to week 5’s lecture to check a concept. The next lecture is Adobe: why is there an exit fee?.
Before you leave
- Every conclusion identifies the receipt, plan card or source supporting it.
- A goal/action/result table with a resumption date wherever needed.
- Unknown facts remain labelled; no real purchase or cancellation is required.