User_journey_driven_product_management.pdf (1.28 MB)
User journey-driven product management
NeSI was facing challenges around user onboarding. We built a journey map for NeSI
researchers to gain better understanding of the extent of the problem, and focus on where
the biggest issue was. As an organisation, we are striving to be more metric driven, and
using this user journey as a reference for the team members to see things from researchers’
perspective.
Jun will share the process NeSI went through, along with the user journey and service
blueprint that maps the journey to internal processes, how looking at the numbers in the
context of the user journey helped us identify problem areas.
The process led us to achieve improvements in the account setup process, and have given
us a useful reference point to understand what to focus on next.
ABOUT THE AUTHOR(S)
Jun Huh, Innovation and Growth at NeSI. Jun comes from a start-up background with focus around providing genuine value to
the users and steering organisations to be more user driven.
