Represent The Current Business Situation Flashcards

1
Q

What is a customer journey map

A

Customer journey maps examines processes from the customer perspective

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2
Q

What does a customer journey show ?

A

Customer journey shows an end-to-end view of the touch points where customers engage with an organisation and the perceptions of the customer experience offered during the delivery of the organisation’s operational process.

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3
Q

What are the key aspects of the customer journey map ?

A

Point of view
Structure
Scope
Focus
Uses

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4
Q

What are the benefits of customer journey maps ?

A

Understand the current process
Analyse the as is process
Consider options for business improvements
Help document the to be process

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5
Q

What do Rich pictures show

A

Overview of the entire business situation/system

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6
Q

A rich picture allows an analyst to:

A

A rich picture allows the analyst to document all of the organisational, human and
cultural aspects as well as process and information flows of a business system.

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7
Q

Whats a benefit of using rich pictures ?

A

The process of building the rich picture helps the analyst to form a mental map of the situation and see connections between different issues

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8
Q

What are the key components of a rich picture ?

A

Pictures
Text
Symbols
Icons

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9
Q

What is an empathy map ?

A

A map used to articulate what we know about a particular type of user

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10
Q

What are the quadrants

A

Says
Thinks
Does
Feels

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11
Q

What is a mind map ? what’s the point/benefit of it

A

A map that summaries a lot of information in a visual form. Information is structured to highlight connections between ideas and topics

A mind map helps structure the information gathered about a business area into a recognisable and manageable set of connections

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