How do you communicate with your users, business stakeholders and customers?

“Not everybody today is Digital savvy like an enterprise architect, business process owner or system analyst but all of us are using and are impacted by IT. If “Digital literacy” (e.g. limited to a sub-group) and “Digital relevance” (e.g. vast majority of people) doesn’t match one has to bridge. Business capability mapping is a critical element but what about others bridges that we need? Bridges of different kinds that ignite the desire to co-create the future with our users our business stakeholders and our customers? The future of our

– digital enabled business models
– digital enhanced products and services and
– digital enlightened working environment in the enterprise”

This is a follow up feedforward to Werner Boeings excellent article @

I tend to use a customer journey / day in a life of to visualize how the client work and how this can be improved we can then use a storyboard (see examples below) where we spell out the problem that we solve and how to demonstrate how results can be improved with technology.

A customer journey map (day in the life of) formalised, modelised (prototyped if needed) and validated by the client permit significant improvement in effectiveness (that is productive and efficient) and the customer perception of the experience.

Example health care: The objective is to address the actual health care service, the patient and staff experience of the service and then define the ways it could be improved.

Step 1 – Observe: Try to define and map the different health care segment (surgery department, waiting room…) of the hospital/health care service. Collect feed-back from different patients/staff members of each segment (then make a statistical survey, with both quantitative and qualitative information about the service and give a mark to each segment). Rank the grades and select the segments that obtained the worst grade.

Experiment the journey of a patient in those specific segments (use shadowing, interviews…).

Step 2 – Synthesize: Confront the patient and the staff point of views of each segment in the health care service (use a unique support like a board to give a synthetic view). Carry out a « typical patient journey » for each segment selected.

Step 3 – Generate Ideas: Allow patient and staff members to post ideas of improvement or suggestions in a box available in the hospital. Brainstorm with the staff.

Step 4 – Refine: Realize a quick prototype for each main idea. Test the prototypes with staff members and patient to analyze what could be quickly improved. Give a provisional budget for each main idea.

Step 5 – Implement: Implement the ideas that suit to the budget constraints. Implement the ideas collaborating closely with the staff. Inform staff and patients of the undergoing change. Be receptive to direct feedback.

Please find an illustration that a group of students that I worked that had no previously knowledge of IT strategy and the cloud performed when I asked them (please note how they progress over the 3 days and 5 workshops):

Demonstrate how to leverage the cloud:

How to cloud source effectively:

How to leverage the IT Strategy with the Cloud:

Build a roadmap for Demand or Cost driven cloud implementation:

How do you communicate with your users, business stakeholders and customers?

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