Next Meetup

Customer Persona's and User Journeys
Customer Persona's and User Journeys In this session we will work together in teams to develop a User Persona for the customer service representative in a Health Insurance Fund who uses a Knowledge Management System throughout the day to service customers. Then we will use this persona to develop a Customer / User journey map for the customer service representative to identify and prioritise features to improve their experience. User Personas help stakeholders share their customer knowledge in a form that assists with design decision-making. During the design process you can use it to say “What would this person think when they see this?” or “What unanswered questions would prevent them from proceeding to the next step?” and so on. Customer and user journey mapping is a way to deconstruct a user’s experience with a product or service as a series of steps and themes. These methods encourage your stakeholders to think about user needs effectively, identifying pain points and opportunities in a systematic and straightforward way. They help stakeholders determine the most important things the organisation could do to solve a customers problem. Presenter Murray Robinson is the Learning Program director for Silicon Block, a division of IE Digital. Murray has more than 10 years experience as a hands-on agile practitioner in digital teams. He successfully led IE Digital’s agile transformation and implemented agile on projects for Seek, Telstra, Sensis, AXA, IE Digital, Toyota, APT, Sussan Group and BUPA. Silicon Block delivers ICAgile certified courses for organisations who want to improve the way they work, so that they can keep up with customer demands. Silicon Block courses are delivered by industry experts who use simulations to provide hands on experience with new ways of working. This means that, people learn practical skills that they can apply straight away to increase collaboration, productivity and speed. Find our more at Location This event will be held at Silicon Blocks training space at IE Digital, 9 Brighton st Richmond (just near east richmond station). There is parking at East Richmond station for those who need it.

IE Digital

9 Brighton St · Richmond


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This group is a community of business analysts in Melbourne that operate or want to operate in agile projects. Analysts and people interested in becoming or working with analysts are welcome.

We meet on the second Tuesday of each month at various locations in the CBD.

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