The old adage ‘put yourself in your customer’s shoes’ rings as true in the twenty first century as it did when it was first coined, but how well do you know your customers? Far too often an organisation focuses on the business viability and technical feasibility of a business model yet fails to tick the desirability box. The best products, services and solutions can only be designed around the basic needs of your customers.
During this interactive talk we will demonstrate the benefits of Customer Journey Mapping as a powerful tool for teams to visualise a customer experience at every major and minor touch point. We will discuss the benefits of Customer Journey Mapping for identifying gaps and opportunities for new products and capabilities as part of a SAFe implementation. By the end of the talk you will see how this simple tool can be applied to methods of Design Thinking and Agile Ways of Working in a Scaled Environment.