![]() ![]() In order to do this, we focus on mapping the current state of one discrete end to end journey, and looking for opportunities for improvement. Keep in mind that the purpose of this Play is to build empathy for, and a shared understanding of the customer for the team. This can also include questions and decisions! If the journey branches based on the answers or choices, have one participant map out each path. The whole group can then grab stickies and markers and continue plotting the journey one action at a time. Show participants how to get going by writing the first thing that the persona does on a sticky note. With the target persona, back story, and destination in place, it's time to walk a mile in their shoes. Map what the customer thinks and feels (30-60 min) They want a way to share their knowledge, and organize it so it's easy for people outside their team to find, so they can focus more energy on the tasks at hand." E.g., "Alana and her team are frustrated by having to spend so much time explaining their work to each other, and to stakeholders.This ensures a shared understanding that will inform the journey mapping, and improve the chances that your team will map it from the persona's point of view (not their own). Round off the back story by getting someone to say out loud what they think the overall story so far is, highlighting the main goals the customer has. E.g., "To keep my team focused on their work instead of distracted by unnecessary emails and shoulder-taps"Īnd finally the highest-level goal for her and her team.Then it has the outcomes – goals that Alana wants to achieve by using the product Then it basically has a list of requirements – what Alana is looking for in a product to solve the bottom pain points. This is essentially a mental shopping list for the group to refer to when mapping out the customer journey. E.g., "Her team's knowledge is in silos".This back story starts with the pain points – the reasons why Alana would be wanting something like Confluence in the first place. Take a look at the example provided in the call out of this section. But each team member will also bring a different perspective to the table that helps to broaden the lens. These narratives should be inspired by actual customer interviews. Group similar ideas and groom the stickies so you can design a story from them. ![]() Odds are, you'll get a range of responses: everything from high-level goals, to pain points, to requested features or services. Have the group use sticky notes to post up reasons why your target persona would be on this journey in the first place. Teams that provide an internal-facing service benefit from pulling an internal customer into the session. Be sure to designate a facilitator and scribe for the session, too.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |