Innovation tools: (Design thinking) Customer Journey canvas

Customer Journey Canvas

(cet article fait partie de la série Innovation tools)

Les canvas sont des outils très utiles pour avancer rapidement et visuellement sur des sujets parfois complexes. Pour moi qui suit très visuel ce sont des outils que j’apprécie tout particulièrement. Je vous proposerai régulièrement des supports que j’utilise avec un petit retour d’expérience.

Le Design Thinking est à la mode et j’avoue que j’ai succombé à certains des outils que nous proposent les papes de la discipline. Parmi ces outils, le Customer Journey. En gestion de projet comme en développement de produit, c’est un outil précieux pour qui veut modéliser les interactions, les interfaces et les expériences. Je l’ai personnellement utilisé à de nombreuses reprises depuis 1 an mais la plus flagrante est justement en Gestion de Projet.

En modélisant grâce aux customers journey les interactions avec les clients et les stakeholders, on peut anticiper de nombreux écueils, améliorer l’analyse de risque et réduire significativement à la fois la durée et le coût du projet. Dernier avantage et non des moindres, en mettant en place cette analyse (qui peut s’apparenter à une forme d’analyse des parties prenantes sous une forme plus graphique et surtout avec une dimension temporelle), l’atmosphère autour du projet est beaucoup plus saine et toute l’équipe est impliquée. Bref que des avantages.

Une source et ressource sur le sujet: This Is Design Service, une référence.

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