Prioritizing process blockers and improvement opportunities
Key Takeaway
Start at the stage where the need is greatest, and learn why the problem happens from the people who do the work. Then rank each opportunity by business value and ease of implementation. Do quick wins first, do low-hanging fruit after higher-value work, and skip money pits.
Discovery starts by studying how a customer's business works today. You find the blockers that slow people down or hurt the customer experience, and then you decide which ones to fix first. Prioritizing keeps a project focused on big wins for customers and the business. Prioritizing also reduces wasted effort on changes that don't improve the relationship between a company and its customers.
Start where the need is greatest
You don't have to start at the beginning of a process or customer journey. Evaluate the opportunities with stakeholders, and start at the stage where the need is greatest.
For example, a stage may stand out because customer satisfaction there is lower than at other touchpoints and because its times are higher than industry norms.