Represent The Current Business Situation

Question 1

What is a customer journey map

Answer 1

Customer journey maps examines processes from the customer perspective

Question 2

What does a customer journey show ?

Answer 2

Customer journey shows an end-to-end view of the touch points where customers engage with an organisation and the perceptions of the customer experience offered during the delivery of the organisation’s operational process.

Question 3

What are the key aspects of the customer journey map ?

Answer 3

Point of view
Structure
Scope
Focus
Uses

Question 4

What are the benefits of customer journey maps ?

Answer 4

Understand the current process
Analyse the as is process
Consider options for business improvements
Help document the to be process

Question 5

What do Rich pictures show

Answer 5

Overview of the entire business situation/system

Question 6

A rich picture allows an analyst to:

Answer 6

A rich picture allows the analyst to document all of the organisational, human and
cultural aspects as well as process and information flows of a business system.

Question 7

Whats a benefit of using rich pictures ?

Answer 7

The process of building the rich picture helps the analyst to form a mental map of the situation and see connections between different issues

Question 8

What are the key components of a rich picture ?

Answer 8

Pictures
Text
Symbols
Icons

Question 9

What is an empathy map ?

Answer 9

A map used to articulate what we know about a particular type of user

Question 10

What are the quadrants

Answer 10

Says
Thinks
Does
Feels

Question 11

What is a mind map ? what’s the point/benefit of it

Answer 11

A map that summaries a lot of information in a visual form. Information is structured to highlight connections between ideas and topics

A mind map helps structure the information gathered about a business area into a recognisable and manageable set of connections