How can the current process be improved?
Whilst new technologies have enabled an easier mapping of processes, that is only really one part of the improvement puzzle. We all know that staff are resistant to changing the way they work and need to be sold on the idea. The question of “What’s in this for me?” is critical, but so too is the ultimate benefit to the customer. Everyone understands that happier customers are tied to higher profits and its key to reiterate this to stakeholders at the planning stage.
Another way in which to incorporate the customer’s voice during the planning stage is as a vital source of feedback. Initial research may only give you the headlines, where having a 2-way dialogue with customers allows you to follow up for details. You might uncover, for example, that customers want support via a live chat function on your website, but could then ask them about hours of operation, human vs help bot etc