Identifying stakeholders; stakeholder management
Prepare None Discover Power-interest grid Stakeholder analysis Stakeholder management and mapping Define None Develop None Deliver None Follow-up None Tools Identifying root causes Tools Planning a new service
Understanding the experiences of others
Prepare None Discover Customer journey mapping Design walkabout Empathy map Empathy walk Personas Define Customer journey mapping Design walkabout Develop Customer journey mapping Deliver Customer journey mapping Follow-up Customer journey mapping Tools Understanding change, change management Tools
Understanding change; change management
Prepare None Discover None Define None Develop Fisher’s transition cure Deliver Fisher’s transition cure Follow-up None Tools Synthesising information and ideas, consensus Tools Understanding the experiences of others
Synthesising ideas and information; consensus
Prepare None Discover Affinity map Human bar chart Define None Develop None Deliver None Follow-up None Tools Self-awareness Tools Understanding change, change management
Self-awareness
Prepare Benchmarking Customer service health check Horizon scanning PESTELI SWOT Discover Business Model Canvas Horizon scanning PESTELI SWOT Define Business Model Canvas Scenario planning Develop Business Model Canvas Deliver Business Model Canvas Follow-up Customer service health check Tools Research, data/information collection and analysis Tools Synthesising ideas and information, consensus
Research; data/information collection and analysis
Prepare None Discover Love and hate letters Observations Open user interviews Pop-up research Define Desktop research Force field analysis Love and hate letters Observations Open user interviews Pop-up research Develop Observations Open user interviews Pop-up research Deliver Observations Open user interviews Pop-up research Follow-up None Tools Prioritising ideas Tools Self-awareness
Prioritising ideas
Prepare None Discover None Define None Develop Value versus Effort matrix Deliver None Follow-up None Tools Planning, monitoring and assessing impact Tools Research, data/information collection and analysis
Planning a new service
Prepare None Discover 7S model Define 7S model Planning pizza Develop Back Casting Planning Pizza Service blueprint Deliver None Follow-up None Tools Identify stakeholders, stakeholder management Tools Planning, monitoring and assessing impact
Planning, monitoring and assessing impact
Prepare Benefits realisation Discover Benefits realisation Define Benefits realisation Develop Benefits realisation Deliver Benefits realisation Follow-up Benefits realisation Tools Planning a new service Tools Prioritising ideas
Identifying root causes
Prepare None Discover Cause and effect analysis Fishikawa Pareto analysis Problem trees Tree diagram Define Cause and effect analysis Fishikawa Five Whys Problem trees Tree diagram Develop None Deliver None Follow-up None Tools Idea generation Tools Identifying stakeholders, stakeholder management