In a previous post I discussed how I was in the process of developing a toolkit that I intended to use to understand the key stakeholders within the ATM service journey better. I have since completed the design of this toolkit and it is now (after a quick look over by some peers) ready for dissemination. The toolkit is split into 5 sections as seen below:
INTRODUCTION: A brief explanation of the project and what the toolkit serves to facilitate.
WHO ARE YOU?: A persona style questionnaire that asks the participant some background questions about themselves and the role they play.
TIMELINE: A visualisation tool that allows the participant to map out there role within the service journey and annotate each action with who they interacted with and what the action involved.
INSIGHTS MAP: A visualisation tool that allows the participant to map out how they felt during each action on their timeline. The participant is also asked to explain why they felt such a why during their highest and lowest points.
ACTORS MAP: A visualisation tool that allows the participant to map out there proximity to any other key stakeholders during their activity’s on their timeline. The participant is then asked about their best and worst experience of communicating with another.
I now intend to disseminate these toolkits out to the key stakeholders within the ATM service journey. Once I have collected the results I will be able to map out the most valuable aspects of the service journey and understand where the communication pressures and challenges lie. With this information I will know what areas to target and how to best appropriate any design solutions.