From the course: How to Perform Business Analysis in a Virtual Environment

Virtual process modeling: Do it

(vibrant music) - Hi, thank you for being here today. My name is Jamie, and I'll be facilitating our session. Today, we're going to have some fun and do some process modeling. We'll define the ways our customers contact us about our mobile app, you know the one they make purchases with. I'll be capturing the actions and steps as we discuss. And this is really important. I want everyone to have the same understanding when we're done. This way, we can help improve our products and the customer experience. I'm sharing my screen here so you can watch what's going on. Okay, let's get started with Ben. Ben, you're the product owner for our application. Can you tell us the ways your team gets feedback on the mobile app? - Yeah, so customers just hit the help button and it sends us a message. - The help button on the app, right? - Yeah, yeah, that's it. When they have the app open and are using it, they use the help feature to send us a question. Oh, and we also sometimes get calls from call center if a customer calls in. - Call center, got it. Okay, Joan, as the call center manager, can you tell us about these calls? - Sure, well, customers can call the call center for any issue they're having. If it's about the application, then we take their information and then we call Ben's team for them to follow up. - So if it's about the app, your team will review the call. And only if it's about the app, you'll forward to Ben's team, right? I just want to make sure I got this right so that we're clear on all the steps and we're all on the same page. - Yeah, that's right. - Well, hold on. Wait up, guys. Sorry, Mike, here with IT. My team's the one who supports the app and sometimes we get calls about the app. So I just wanted to put that out there. - Thanks, Mike. You help with any technical issues with the app, right? - Yeah, but the call center is going to be forwarding us the calls because it's about the app. So it may not be a technical issue and normally we want Ben's team to try to troubleshoot it first and then let their team call us. - Okay, so today you get some calls direct from the call center. However, you also get calls from Ben's team after they're done troubleshooting to ensure it is a technical issue, correct? - Yeah, I just wish all the calls came through Ben because it would make things a lot easier. - Thanks, Mike. Yes, we definitely want to make an easier process. After all, that's why we're here today. Though, again for today, we want to get at least all the contact points our customers have with the app. So great feedback. And let's keep uncovering more points as we keep going. - I just want to jump in here and say that the marketing team gets feedback too. Usually they just tell us when they're in the store, and we try to remember it, but it doesn't often get written down. Sometimes we get a written comment card, but we're kind of phasing paper stuff out anyways. So by the way, this is Amy. Sorry, just wanted to add that in there. - Oh, should we tell customers that they can message us through our social media channels as well? - Social media, well, here's the question, Ben. Do our customers currently use our social media for contacting us now? - No, I don't think so. - Okay, then I'm going to just move it over here to the parking lot and come back to that idea later, but definitely keep those ideas coming. We want to keep thinking of things like that, but looking back now as a team, what we've captured here. We have using the help button on the app. We have the customers calling in. We have some feedback verbally in the store and some written customer comment cards they might still use. Is there any other ways our customers contact us about the mobile app? - I don't think so. (group concurs) - Looks pretty good. - All right, then I'm just going to clean up this model so it's easier to read, and then I'll send it to each of you here later today. If you think of any other items that we need to change or add back in, if you could give me the feedback by the end of the week, that'd be really great. I really appreciate all your time today. - Cool. - Thank you. - Thanks, Jamie. Bye everybody. - Bye. (vibrant music)

Contents