Creating customer journeys is a powerful tool for exploring new ways to interact with your customers. Oftentimes, these customer journeys are the outcome of externally facilitated accelerator workshops with predominantly business stakeholders. Although very valuable, these customer journeys often stay too abstract and greenfield-oriented. They are not yet concrete enough for a digital development teams to implement. Also, the feasibility check has not been done during the customer journey ideation phase. This often results in disappointment because the rather vague requirements are functionally misinterpreted by the digital development teams, or turn out to be technical infeasible during the first few sprints. This results in the high expectations of business owners not being met, with initial disappointment as a consequence during the crucial starting phase of the digital transformation journey.
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