I organised a stakeholder workshop with customers to facilitate co-creation of new service features and solutions to friction points in the existing service.
The friction points taken from the user journey were summarised on Issue Cards and given an emotive user experience rating (from 1-10) as illustrated below.
I discussed the Issue Cards with the stakeholders who then put the Issue Cards onto a Priority Grid. The vertical axis represented priority (from low to high) and the horizontal axis represented the ease of issue resolution (from easy to difficult).
Once all of the Issue Cards had been placed onto the Priority Grid, an exhaustive list of solutions was created for each of the friction points. After the workshop I performed further research to assess the feasibility of the solutions and developed the most promising ones.
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