A CURRENT-STATE EMPLOYEE, MANAGER, & OPERATIONS Experience

METHODS & ARTIFACTS

  • Current state journey map

  • Current state service blueprint

  • Current state digital touchpoint map

  • Future vision workshop

  • Future vision journey map

KEY OUTCOMES

End-to-End Current State Understanding: Documentation of the holistic view of the E2E experience across 4+ user groups including their actions, pain points, and digital interactions

Stakeholder Alignment: A clear, collective understanding of the current challenges set the stage for collaborative solutioning during a future vision workshop

User-Centricity: The prioritization of user goals and needs ensured that the future vision generated during the workshop was directly aligned with users’ need, enhancing relevance and impact