Enhancing Customer Journeys
Retail | Journey to Enterprise Agility
Transport for Greater Manchester (TfGM) is looking to unify and automate the management of its customer’s relationships. Presently, interactions with customers are managed across a number of different Information Systems that are not linked together.
With the help of BJSS and the utilisation of our Queen’s Award-winning Enterprise Agile® approach, TfGM have been able to ensure that their investment in systems is future-proof and able to keep up with ever-changing consumer habits.
TfGM had developed a CRM Roadmap and identified Microsoft Dynamics as the preferred solution to manage their customer interaction, however it was decided that prior to any investment a discovery phase should be completed to evidence the user needs, business requirements and assess build/buy/reuse options.
By working with subject matter experts who regularly use the system, we completed a number of “service safaris” to map out key user journeys and business processes. This brought clarity and better understanding across a wider team of stakeholders.
Our research enabled the team to create hypotheses for prototypes we wanted to build and test in Alpha. The user needs analysis was used to create a story map that illustrated the customer journey, describing their activities and the specific tasks they may do to achieve their needs. The user activities and tasks were translated into a prioritised JIRA backlog of user stories which would be used in order to deliver working software.
In addition, the team at BJSS has unconsciously trained my team to a new way of agile working which has been invaluable.”
Megan Black, Head of Customer Development, TfGM