Uber - Customer Journey Map | Job – Solutions Manager Deliver Solution to Partner

HOT SPOTS JOURNEY STEPS

Engage Partners

Reach out to Network of

Contacts

Translate Requirements to

Use Cases

Map Use cases to APIs

Gap Analysis

Roadmap Disruption

Build Gap and Solution

Deliver Solution

+100

SATISFACTION

-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 STEPS

Intake requirements from BD and Sales

Map out requirements and Capabilit-

ies

Reach out to network of

contacts

Identify what’s out there and what’s not

Request permission

from CPLG to investigate roadmap

Reach out to Product and

PLAT teams to find out if gaps

can be built

Create Roadmap

and Solution Definition

Request permission

from CPLG to disrupt

roadmap

Present MVP + Road-

map to partner

Work with PA’s

to establish use cases

Work with

PA’s to map out

APIs

Work with PO’s

to get user story on Rally

How 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 STEPS

Envision PP Capabilities to expand

partnership

Talk to Partners

Come up with capability and how it would look like for PP

Influence and pitch

solution to partner

Request permission

from CPLG to investigate roadmap

Reach out to Product and

PLAT teams to find out if gaps

can be built

Create Roadmap

and Solution Definition

Request permission

from CPLG to disrupt

roadmap

Present MVP + Road-

map to partner

Work with PA’s

to establish use cases

Work with

PA’s to map out

APIs

Work with PO’s

to get user story on Rally

How 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 STEPS

Engage with

solutions manager, BD, CDI

Prioritize projects

Place User Story in Backlog

Work with Platform team

to extend developer portal and sandbox platform

Identify teams to do

the workRelease planning

Deliver Solution or API and

externalize API in REST

Request permission

from CPLG to disrupt

roadmap

Present MVP + Road-

map to partner

Work with PA’s

to establish use cases

Work with

PA’s to map out

APIs

Work with PO’s

to get user story on Rally

How 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 STEPS Initial Enquiry Applying Visit to the

SchemeNeeds

Assessment The Offer Sign up Moving In

+100

SATISFACTION

-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 didn’t 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?