THE CONNECTED CUSTOMER
A VISIONARY
PROJECT
A Fortune 500 company enlisted my IA, UX skills and enterprise experience to collaborate with other SMEs. As a team, we revamped the process collaboration with teams on an internal product. This product would allow all members, regardless of roles to have visibility of the entire ecosystem from creation to handoff. This would modernize the process and stop teams from working in silos and recreating duplication of work.
The journey map
Customer journey mapping is one of the tools that can help create that single source of truth. A proper customer journey map aims to visualize the overall experience within the organization from the customer’s perspective and help organize the data to create a better experience.
[1.0] Current State: as-is integrated journey map
Heat map
The following heat map shows pain points for the different roles and tools which are used in a project from initiation, quoting, contracts, delivering and completion.
[2.0] Heat map for roles and tools
Customer Process Map
Value acceleration for the customer which includes discovering, defining, proving, delivering the product to the customer,
[3.0] Customer process map