Mapping the Customer Journey Throughout the Project Life Cycle

  Business Analysis   Business Intelligence  

A customer journey is a very effective tool to define functional touchpoints from the end user perspective. This presentation will explore how to ensure this journey evolves through the project lifecycle and ends the project as a valuable current piece of knowledge for the organization. We will define how to elicit a team to define the journey, provide guidelines for how to use the journey as an input to product development, and finally define the customer experience as a use case for quality.

One of the critical competency require on the modern project professional is the ability to communicate the customer experience of the project product and the customer experience. This presentation will explore how to identify function touchpoints for the product using a customer journey model. This presentation will bridge the combination of the PMI talent triangle to effectively create understanding of the customer experience. We will explore the use of “Ways of Working” by discussing how to lead a customer journey elicitation session and provide Function Details in alignment with the Project “Development Approach & Life Cycle”. We will explore “Power Skills” by discussing the human interaction throughout the journey evolution, and we will explore ‘Business Acumen” and it’s definition of defining the environment in which the customer journey exists.