Once we have a set of validated personas in place the next step in our Discovery process is to understand the journey for each person.
We started by each adopting a persona and walking through the current journey making decisions as they would. By putting yourself in each customer’s shoes and stepping outside of your role as a BCC employee, you are able to objectively experience the process that we ask our residents to go through.This enables you to get a good idea of what is working, what is not and what our customers actually want.
Next it is time to get creative.
We gave everyone in the team a pen and a piece of paper folded into 4 quadrants, set the timer to 10 minutes and asked everyone to draw what they’d like the process to be. It doesn’t matter whether you can draw or not, the point is to get stuck in and share your ideas.
At the end of the 10 minutes take it in turns to talk through your drawing and your thoughts. It is likely that you will find some common themes between people. It is also likely that somebody will offer an obscure yet genius idea that resets your thoughts about the whole process. Through the group presentation and discussion you will gain a common consensus on which ideas should be taken forward.
On a master sheet of paper start bringing together those ideas and sketching an end to end process. By the end of this you will have a visualisation of your goal ready to turn into a prototype.