Customer Persona's and User Journeys
In this session we will work together in teams to develop a User Persona for the customer service representative in a Health Insurance Fund who uses a Knowledge Management System throughout the day to service customers. Then we will use this persona to develop a Customer / User journey map for the customer service representative to identify and prioritise features to improve their experience.
User Personas help stakeholders share their customer knowledge in a form that assists with design decision-making. During the design process you can use it to say “What would this person think when they see this?” or “What unanswered questions would prevent them from proceeding to the next step?” and so on.
Customer and user journey mapping is a way to deconstruct a user’s experience with a product or service as a series of steps and themes. These methods encourage your stakeholders to think about user needs effectively, identifying pain points and opportunities in a systematic and straightforward way. They help stakeholders determine the most important things the organisation could do to solve a customers problem.
Outline/Structure of the Interactive
Review the case study
Identify different types of customers and users
Develop a customer persona
Develop a customer / user journey
Prioritise opportunities for improvement
- Identify the different types of customer and user
- Develop a customer and user persona
- Explain how to use a customer persona
- Develop a customer and user story map
- Understand how to use a customer journey map to identify and prioritise features of a project
- Demonstrate techniques for obtaining user and stakeholder feedback during a project
Anyone interested in using design thinking to improve the value of their product to customers
Prerequisites for Attendees
Participants should understand the fundamentals of Agile and System Development
schedule Submitted 1 year ago
People who liked this proposal, also liked:
Katrina Kolt - 10 Agile culture hacks that won’t get you fired!Katrina KoltDelivery Practice LeadUniSuper
schedule 1 year agoSold Out!
Is your team or organisation in a funk? Seeking some fun ways to shake things up, or change behaviours?
Put simply, a culture hack is an intentional action to affect positive change within a team or organisation.
This session will take you through 10 easy to implement hacks to create an Agile culture within your team or organisation.
Come away with:
- A deeper understanding of how culture hacks work
- The excitement to try one of the ready-made culture hacks
- The confidence to create your own culture hack!
Murray Robinson - Agile Paper PlanesMurray RobinsonDigital Delivery Leader / Agile CoachConsultant
schedule 1 year agoSold Out!
This is a highly interactive and fun game where teams play paper plane factories competing to stay open in a global conglomerate that is not doing well. Experience the agile mindset by moving through five iterations from a command and control waterfall mindset to a lean model and finally to a fully self managing agile team. This is an enhancement of the classic paper plane game taught by Alistair Cockburn.