Product Rocket helped deliver Customer experience journey mapping & personas creating a centerpiece for business wide conversation and alignment.
Secure Code Warrior X Product Rocket 2020
5 week engagement | Consultant: Mandar Karlekar
The Strategy
Discovery
Collect internal insights and form a hypothesised journey.
Research
Touchpoints and experiences. Talk to customers. Note what we already know as the hypotheses.
CX Mapping
We then chart the course. Synthesise our research into a journey model.
Storytelling
Visualise a story that creates empathy and understanding.
Opportunities
Let the map guide us to turn pains into opportunities, collaboratively.
Deliverable: CX Mapping
WHAT IS AN EXPERIENCE MAP
Representing a user’s journey chronologically. Into, within and out of your product.
Specifically we looked at
- What are our customers Doing?
- What are they Thinking?
- How are they Feeling?
- Touch points
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Pain points
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Opportunities
Deliverable: Personas
What are personas?
Each persona is a documented representation of your product’s actual or intended users. Importantly, persona descriptions tie back to real data. An outline of the process our Product Rocket Consultant used to define 11 personas, is as follows:
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Immersion
Learn about Secure Code Warrior's product, tech & people -
Research
Internal interviews, Customer interviews & Focus groups with users -
Synthesis
Empathy mapping + persona workshops, Journey mapping workshops -
Experience mapping
Product backlog prioritized against journey maps + personas
What the engagement looked like
Our senior product consultant had several meetings with Secure Code Warriors ahead of an engagement. In these meetings we discussed the organization’s needs, potential approaches, shared goals & what would be achievable in different timelines.
With an approach and engagement details locked in, our senior consultant partnered up with an internal stakeholder who they would work with for the duration of the engagement.
The internal stakeholder provides organizational context, contacts & intel while our consultant focusses on rapidly getting up to speed & having the required conversations, workshops, knowledge transfer to facilitate the agreed deliverables.
Drop Us a Line
Get in touch for a no-obligation discussion about how Product Rocket could work with your organization.