One of the larger customers used the system in many different parts of the organisation where each part’s way of working was slightly different. Even so, the customer had, up to that point, adapted a ”one size fits all” approach to how the system should be used and set up. This had led to unhappy users and the desire to find a better way. However, in order to do so, a joint understanding of what the problems actually were was needed.
In this project, I was enlisted as a…
…workshop facilitator
Purpose: build common understanding of the situation
Method: Workshop with user story mapping
Participants: Representatives from sales, customer success and product management from Visma Proceedo as well as global system managers and system administrators from different parts of the customer organisation.
Outcome:
An understanding within the customer organisation for each others’ ways of working
Suggestions for individual configurations for the different parts to support how they work
Some improvements to the product
And, not least, better understanding within Visma Proceedo for the specific use cases of that customer as well as better relations with said customer and its users.