HOPEX Business Process Analysis
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HOPEX Business Process Analysis
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The customer journey
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Managing the components of a customer journey
Managing the components of a customer journey
Describing persona and persona groups
Defining persona hierarchy
Creating a persona
Specifying the expectations of a persona
Using Business Lines
Creating a business line
Connecting a business line to a customer journey
Building a customer journey
Creating a customer journey
Creating a customer journey group
Creating a customer journey mapping
Defining the customer journey phases in tabular input mode
Describing the steps of a customer journey
Creating the customer journey steps in tabular input mode
Organizing the customer journey steps in tabular input mode
Defining the channels in a customer journey
Client expectations and painpoints
Adding persona expectations to customer journey mapping
Defining customer painpoints
The touchpoints and the business opportunities of a customer journey
Creating a touchpoint in a customer journey
Defining the business opportunities of a customer journey
Identifying a moment of truth
Creating Action Plans