hand crafted

CUSTOMER EXPERIENCE

Agile, Lean and Design Thinking

 

Problems, the shadow side of opportunities
and how I can help.

 
“We can't really 'see' our customer's experience but we know it needs to be better.

CUSTOMER JOURNEY MAPS

Journey maps provide visual clarity of the customer's experience and value delivered (or not) through the various touchpoints and channels.

They can inform better experiences, new products and services. Further, we decompose them into user stories and features for development.

 
“Our group doesn't understand the customer well enough or the problem we're solving.

jobs-to-be-done, personas AND SEGMENTS

With just a few customer interviews, or a lot of data analysis, we can elicit insights about who our customer is and which problems are worth solving. Personas collectively represent customer segments and are easily shared to promote empathy.

 
We're making bets but it takes too long to know if they're the right ones.”

lean canvas AND ITERATIVE PROJECT DELIVERY

The lean canvas helps us to quickly test product and service models while we're still making small bets.

When the problem or solution is unknown, delivering a project in small iterations allows us to get fast feedback from our customer and make better investment decisions.

 
I'm trying to transform our culture to one of teamwork, customer empathy and new ideas.”

HUMANISTIC APPROACHES TO WORK

I'm curious about, and promote, more humanistic approaches to work. For example, information radiators, psychological safety, improvisation and idea programs that allow us to learn from failure and share in success.