EX/CX Product Roadmap
Whatever it is, the way you tell your story online can make all the difference.
The Challenge
Amway has a multimillion dollar business with several business verticals that require planning. New product pipelines are usually influenced by feedback from regional sales teams who don’t have enough data on product performance. Restocking a product can be perpetuated by available stock and not necessarily higher performing stock that is being introduced to the market.
Amway asked for a visionary, holistic view of the Out-of-Inventory Sales experience for leadership and teams to evaluate both tactical and strategic decisions over the next two years. It includes COVID-19 implications into 2021. This is a both a blueprint primer and deeply evaluative CX considerations to support various planning decisions for success.
Also included in the addendum are CX Assessments for the organization to advance a customer-centric culture.
“This level of work has never been done before. The completion of it has allowed us to plan for the next 18 months with greater confidence than we’ve ever had in a product roadmap.”
— Kyle; Product Director
Three Sprint Approach
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Define | Sprint 1
Pivotal Moments Workshop for blueprint hypothesis
Review pivotal moments with jobs-to-be-done attributes
Identify CX ROI Metrics Architecture within blueprint
Introduce Pivotal Moment Barriers to success (MVP)
Define attributes of service blueprint
Identify cross-functional team responsibilities
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Evaluate | Sprint 2
Shadow Sales interviews in pilot programs
Persona Evaluations: Sales & Customers
MVP Journey Success Barriers identified
Pivotal Moment prioritization matrix introduction
CX Culture Change Readiness
Team Review of Sales Personas, empathy considerations
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Finalize | Sprint 3
Finalize Journey Success Barriers with emerging moments
Finalize business and success dependencies
Contextualized Use Case prioritizations with design
CX Culture Change Readiness
Application Journey recommendations
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Communicating the Project
The Why, What, and How of the Out-of-Inventory MVP Product
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Architecture of the Blueprint
Understanding the blueprint journey and attributes
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Measurement in the Blueprint
What we evaluated through CX Assessments
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Organizational Readiness
Where and what the organization needs to be successful
“Behaviorally, CX employees don’t believe their way into new actions; they act their way into new beliefs.”
— Forrester, CX Certification Training
Communicating the Project
Architecture of the Blueprint
Business Aligned Stages of the Sales Journey
Reading the Blueprint: Moments, Categories and Attributes
Customer Experience Platforms and Services mapped to pivotal moments
Pivotal Moments identified within the CX and EX Journey
Customer Experience Assessments for planning long-term prioritizations
The Master Blueprint
CX-EX Service Blueprint
Measurement in the Blueprint
