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User_journey_driven_product_management.pdf (1.28 MB)

User journey-driven product management

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posted on 2020-03-10, 03:47 authored by Jun HuhJun Huh
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.

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.


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