Creating a Microjourney for customer success
Help your customers reach a successful resolution in their business processes by applying the Pega Express methodology while working on implementation projects through journeys and microjourneys. When you focus on one journey at a time, you not only improve how you address the specific needs of your customers, but also reach results more rapidly.
A journey and a Microjourney
A journey is the series of interactions between a customer and an organization that occur as the customer pursues a specific goal, such as hiring a job candidate. To deliver results of the highest quality, divide your journey into smaller units that you can adjust to your customers' requirements. A Microjourney represents a unit of work that results in a particular outcome, for example, reviewing a job application. For improved planning and development of your Microjourney, Pega Platform employs the Pega Express methodology that enhances the experience of building your applications and delivering your projects. A Microjourney has the following elements as its foundation:
- Case types that visualize the path of your business processes
- Personas that represent the people that are involved in your processes and the channels that they use to interact with a case
- Data that your processes require to reach a resolution
Efficient Microjourney planning
When you plan your Microjourney, you create draft relationships between cases, personas, and data objects. This planning phase helps your development team estimate the time and effort that they need to turn these drafts into permanent objects, so that you can build your application and deliver your projects faster. In addition, by visualizing all of the key aspects of your case within a single view, you improve how you understand and communicate the various aspects of development that your Microjourney involves.
For more detailed planning of your application development, you can specify the releases with which you plan to implement specific elements of your Microjourney. For example, in a hiring process, you can define a job candidate persona that in the first release of your application can only fill in a questionnaire that collects personal details. As you further enhance your application, you can indicate that in the second release the job candidate will also be able to upload scans of required documents.
The following figure presents creating a draft relationship between a case type and a persona:
What to do next: Learn how to plan and implement your Microjourney through the following articles:
- Application update scenarios for the Pega Express methodology
To start planning your Microjourney in a user-friendly, transparent, and holistic way, first update your application. As a result, you can visualize the key elements of your cases – case types, personas, and data – on one screen, so that you can improve your understanding of the needs of your customers.
- Adding case types to organize work
To manage your Microjourney efficiently, automate and visualize your business processes by creating case types. When you implement case types, you organize your work into consistent and logical phases, collect and control the data that your process requires, and audit information to ensure that your outcomes are of top quality.
- Adding personas to organize users
You can manage users more intuitively through personas, which store comprehensive information about the roles and access rights of all of the stakeholders in a process.
- Adding data objects to organize data
Identify and manage the data that your Microjourney requires by creating data objects for your case types. When you ensure that users of your application have all of the information required to process business cases, you speed up case resolution and maximize work efficiency.
- Managing application inventory
Plan the development of your application, manage the workload in your team, and prioritize your work accordingly by following the application backlog on your Inventory landing page. The Inventory landing page lists features, personas, and draft data associations across your Microjourney, so that your team can map items to specific releases.
- The Microjourney in the Pega Express methodology FAQ
Reach your business goals faster and with greater effect by understanding and implementing the Pega Express methodology while planning your Microjourney.