Streamlined communication to optimise processes
BPAY engaged ASG to deliver a new Customer Relationship Management solution.
The design team was engaged to undertake pre-discovery work to identify user groups, and understand their processes, pain points, needs and expectations, align those expectations across teams to obtain support from stakeholders and key users, ultimately discovering gaps and opportunities.
There were a number of one-on-one interviews and workshops activities undertaken with stakeholders and potential users, including:
- Problem Statement & Business Objectives
- Rose-Bud-Thorn
- Collective Ambition
- Journey Mapping for as-is and to-be processes
- Feature Mapping
Client
BPAYDeliverables
PROBLEM FRAMING / BUSINESS OBJECTIVES / PERSONAS / USER JOURNEY MAPS / FEATURE MAP / RECOMMEDATIONSApplied expertise
Problem definition
Business objectives
Mission/Vision statement
Collective ambition
Identify pains & opportunities
Requirements validation against user needs
User journey mapping
Customer research
Interviews
Workshops
Organisation
Expectation setting (scope & deadlines)
Stakeholders management
The tremendous level of collaboration and understanding achieved within stakeholders and key users allowed the final report to be adopted as a solid foundation to deliver the new CRM successfully.
