This session is delivered as a fast-paced workshop. You’ll learn first with your hands and your friends, then we’ll briefly explore theory and leave you with plenty of pointers for further reading and research opportunities.
We’ll introduce the theory and method of creating personas to profile customer types and identify key characteristics, needs, goals and pain points.
We’ll explore how customer journey maps and service blueprints can reveal the way user needs interact with the people and technologies in your organisation, from front-stage to back-office, down to infrastructure and supporting dependent systems. We’ll explore questions like, “What does the customer need and see?” “What does the service organisation do in response?” “What are the jobs-to-be-done?”
You’ll learn how Wardley maps help capture value-chains that show the interrelationships between user needs, technology adoption and sociotechnical practices and how service organisations can make strategic trade-off decisions in the delivery of end-user value.
Finally, we’ll show how to manage the entire lifecycle of services across the whole service catalogue using Program and Portfolio Kanban systems aligned through Strategy Deployment.
Our goal is to equip you with new tools, theory and praxis to empower you to engage in productive discussions with operations and management.