What's included

• Customer Journey map

  A Customer Journey (map) is a visual storyline of every engagement a customer has with a service, brand, or product. The key to understanding your customer.

• Employee Journey map

  An Employee Journey (map) is a visual storyline of every engagement an employee has with an organization, from first contact (onboarding) to the moment they leave.

• Insights: pains and gains

  Insights to understand your customer or employee needs. - Customer pains (called pain points), are persistent struggles and challenges customers face in their lives or in their business. Customer pain may come from services they can’t manage themselves, poor availability of resources, undesired costs, maintenance worries, or any number of other concerns that distract them from their main goals. - Customer gains help people save time, save money, finish their jobs to be done, feel good, or otherwise receive the benefits they desire. Customer gain points are not necessarily the alleviation of pains. Qualitative research generates insights, while quantitative research validates insights.

• Opportunity areas

  Opportunity areas are the combination of 1 or more insights turned into a question on how you may be able to help the user achieve a uniquely positioned, unmet need

• Idea Catalogue

  Ideation starts when the opportunity areas are mapped. Ideation is the process of generating a broad set of ideas on a given topic, with no attempt to judge or evaluate them. During an ideation workshop the team comes up with new ideas based on the opportunity areas. At the end of the workshop, the team votes on the best ideas. These are further elaborated and visualized so that they can be validated with customers or employees.

• Experience Vision

  Combines learnings, concepts and desired actions/behavioral interventions into a comprehensive document to share across teams and departments.