Project Management

Workflow Mapping: Knowing Your Customers Better Than They Know Themselves

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$129 /year
(plus $10 application fee)
Sign up for PMI Membership to view this on-demand webinar and get unlimited access to our library of webinars, time-saving templates and more.
PMI Membership perks include job opportunities, local chapters, respected publications, and standards.   Learn more
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Premium Content
PMI Membership
$129 /year
(plus $10 application fee)
Sign up for PMI Membership to view this on-demand webinar and get unlimited access to our library of webinars, time-saving templates and more.
PMI Membership perks include job opportunities, local chapters, respected publications, and standards.   Learn more
Already a PMI Member? Log in now.
59m 47s
Duration
1.00
PDUs
2,246
Views

Overview

It’s hard not to eye-roll when the business gurus tell us “Know our customer! Develop from the customer’s point of view!” Not that it’s wrong; it’s just that we all agree. That’s what we’re trying to do. Tell us how we can do it better.
 
Enter workflow mapping. This is an under-utilized technique for identifying customer / user difficulties, especially in the context of on-the-job activities done by experts. The result of workflow mapping is a set of charts in which you can look at strategic goals and zoom in to an astounding level of detail – the tools and techniques used to execute each task. In each step, pain points are identified. That document can drive creative, customer-centered product development.

This session will cover:

  •          Basics of workflow mapping
  •          How to involve multiple functions (and save money in the process)
  •          Keys to mapping success (hint: it can be done very badly)

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This video qualifies for the following PDUs:
 
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Acknowledgements: Mick Kuehn, Gina Lund, Kimberly Johnson and Marjorie Anderson

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