1 / 5

Overview

A Valuable Tool. Overview. Walk-through. Why a Walk-through?. The walk-through… Helps understand the customer and organizational processes Provides a new perspective Allows you to feel what it ’ s like Lets you see the process for what it is Seeks out and identifies real problems

kerrl
Download Presentation

Overview

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. A Valuable Tool Overview Walk-through

  2. Why a Walk-through? The walk-through… Helps understand the customer and organizational processes Provides a new perspective Allows you to feel what it’s like Lets you see the process for what it is Seeks out and identifies real problems Generates ideas for improvement Keeps you asking why?…and why? again

  3. 3 Common misunderstandings about a walk-through: Inspection 1. Walk-through = A walk-through is an experiencewhere you see, hear, and feel the process as a customer.

  4. 3 Common misunderstandings about a walk-through: SECRET SHOPPER 2. Walk-through = A walk-through should be announced to your staff. You want to engage them in the exercise.

  5. 3 Common misunderstandings about a walk-through: Customer Interview 3. Walk-through = A walk-through is your own movement through the process, role playing the customer and documenting your own experience.

More Related