Customer Journey Map Extra Care 160511

Download Customer Journey Map Extra Care 160511

Post on 20-Jul-2016

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Customer Journey Template

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Uber - Customer Journey Map | Job Solutions Manager Deliver Solution to Partner HOT SPOTS((((

JOURNEY STEPSEngage PartnersReach out to Network of ContactsTranslate Requirements to Use CasesMap Use cases to APIsGap AnalysisRoadmap Disruption Build Gap and SolutionDeliver Solution

+100SATISFACTION-100

KEY ISSUES /

OPPORTUNITIES Partner often only gets speculative product features that can be delivered. Want to be able to expand partnership and get agreement from partner Most expressed this was mainly done through what they know and is a difficult process as they do not know who to reach out to.

Find out right away who can help them deliver solution This involves reaching out to Product Architects Obtain best use cases Obtain best APIs correspond-ing to Use cases Minimum gaps and ensure that gaps will be developed in the future to please partner Max influence of Solution priority of product and platform teams roadmaps Family members assisted most of the time

Satisfy the customer and not have to do re-work

Matthew Dennison - Customer Journey Map | Job: Deliver Solution to Partner

HOT SPOTS(((

JOURNEY STEPSIntake requirements from BD and SalesMap out requirements and Capabilit-iesReach out to network of contacts Identify whats out there and whats notRequest permission from CPLG to investigate roadmapReach out to Product and PLAT teams to find out if gaps can be builtCreate Roadmap and Solution DefinitionRequest permission from CPLG to disrupt roadmapPresent MVP + Road-map to partnerWork with PAs to establish use casesWork with PAs to map out APIsWork with POs to get user story on RallyHow is solution delivered to partner?

+100

SATISFAC-TION

-100

KEY ISSUES /

OPPORTUNITIES Feelings influenced by not really wanting to move

Family members dealt with this a lot of the time

Families dealt with this a lot of the time

Generally feelings are positive that an application has been made Helpful part of the process

No overwhelming feelings apparent at this stage Very mixed feelings pleased and excited but apprehensive at moving and frustrated at time taken to receive offer Easy and straightforward Family members assisted most of the time

Sometimes happened a bit quick after offer

Generally mixed feelings of excited but apprehensive

Joel Yarbrough - Customer Journey Map | Job: Deliver Solution to Partner

HOT SPOTS(((

JOURNEY STEPSEnvision PP Capabilities to expand partnershipTalk to PartnersCome up with capability and how it would look like for PPInfluence and pitch solution to partnerRequest permission from CPLG to investigate roadmapReach out to Product and PLAT teams to find out if gaps can be builtCreate Roadmap and Solution DefinitionRequest permission from CPLG to disrupt roadmapPresent MVP + Road-map to partnerWork with PAs to establish use casesWork with PAs to map out APIsWork with POs to get user story on RallyHow is solution delivered to partner?

+100

SATISFAC-TION

-100

KEY ISSUES /

OPPORTUNITIES Capture and create new opportuni-ties that will solve partners problems

Families dealt with this a lot of the time

Generally feelings are positive that an application has been made Helpful part of the process

No overwhelming feelings apparent at this stage Very mixed feelings pleased and excited but apprehensive at moving and frustrated at time taken to receive offer Easy and straightforward Family members assisted most of the time

Sometimes happened a bit quick after offer

Generally mixed feelings of excited but apprehensive

KC Fox - Customer Journey Map | Job: Develop Solution to Stakeholder

HOT SPOTS(((

JOURNEY STEPSEngage with solutions manager, BD, CDIPrioritize projectsPlace User Story in BacklogWork with Platform team to extend developer portal and sandbox platformIdentify teams to do the workRelease planningDeliver Solution or API and externalize API in RESTRequest permission from CPLG to disrupt roadmapPresent MVP + Road-map to partnerWork with PAs to establish use casesWork with PAs to map out APIsWork with POs to get user story on RallyHow is solution delivered to partner?

+100

SATISFAC-TION

-100

KEY ISSUES /

OPPORTUNITIES Get best Get the best prioriti-zation Helpful part of the process

No overwhelming feelings apparent at this stage Efficiently work Connect teams with jobs efficiently Optimally determine who needs to do the work. Prevent re-work and errors.

Heidi Ng - Customer Journey Map | Job: Deliver Solution to Partner

HOT SPOTS(((

JOURNEY STEPSInitial EnquiryApplyingVisit to the SchemeNeeds AssessmentThe OfferSign upMoving In

+100SATISFACTION-100

KEY ISSUES /

OPPORTUNITIES Feelings influenced by not really wanting to move

Family members dealt with this a lot of the time

Generally felt to be very straight forward Families dealt with this a lot of the time

Generally feelings are positive that an application has been made Helpful part of the process

No overwhelming feelings apparent at this stage Most didnt recall a needs assessment - Is this because they were already known to Social Services who were aware of their needs Very mixed feelings pleased and excited but apprehensive at moving and frustrated at time taken to receive offer Easy and straightforward Family members assisted most of the time

Sometimes happened a bit quick after offer

Generally mixed feelings of excited but apprehensive

General Observations and Further Areas of Work Overall customers expressed positive feelings with only relatively small peaks and troughs throughout the process.

Most customers had assistance throughout the process from family members but specifically during application and moving in. CONSIDER how would their feelings be affected if there was no family to assist, and who would assist in the application and moving in periods? Did the families find the process as straight forward as the customer perceived it to be? 2 customers had experiences where they believed they had arranged their rent/service charges to be paid but the payments had never been taken by Broadacres resulting in both receiving arrears letters that left them feeling quite upset. CONSIDER Do we need to explore this process to ensure further customers do not experience this? A number of the customers whose journey was mapped were from Rivendale Extra Care scheme where properties previously up for sale were changed to rentals. This resulted in the customers receiving an offer quite quickly after making the application. This may not be a true reflection of the journey which tends to include a longer lead time between being accepted onto the waiting list and receiving an offer. For those customers that did have a longer period of time to wait for a property to become available, feelings of frustration were apparent, although they had been clearly informed and understood that this could be the case when their application was accepted. Most customers were not aware of receiving a needs assessment. CONSIDER Why? Was it not undertaken, did they receive an assessment but were just not aware what is was at the time, did their involvement with social services mean they already had a needs assessment? Most negative feelings were expressed as an apprehension or sadness related to leaving their home and possessions and moving into somewhere new. CONSIDER These feelings are natural in the circumstances but do we do everything possible to help alleviate these feelings as far as we can?Need to confirm and ask Matthew how the solution is integrated/delivered to the partner and what the process looks like?