Represent The Current Business Situation Flashcards
What is a customer journey map
Customer journey maps examines processes from the customer perspective
What does a customer journey show ?
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.
What are the key aspects of the customer journey map ?
Point of view
Structure
Scope
Focus
Uses
What are the benefits of customer journey maps ?
Understand the current process
Analyse the as is process
Consider options for business improvements
Help document the to be process
What do Rich pictures show
Overview of the entire business situation/system
A rich picture allows an analyst to:
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.
Whats a benefit of using rich pictures ?
The process of building the rich picture helps the analyst to form a mental map of the situation and see connections between different issues
What are the key components of a rich picture ?
Pictures
Text
Symbols
Icons
What is an empathy map ?
A map used to articulate what we know about a particular type of user
What are the quadrants
Says
Thinks
Does
Feels
What is a mind map ? what’s the point/benefit of it
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