Zebra Technologies Personas & Journey Maps
Overview: Zebra Technologies engaged our team to identify solutions in order to streamline processes for their customers, partners and distributors. We developed a series of client workshops to create personas and journey maps.
Background: Zebra has a global set of strategic partners, distributors and customers. Each group has a broad array of disciplines across many inter-connected and disjointed business units that follow their own practices. This created a business with teams that used 60+ digital tools to help organize and communicate with little to no consistency across groups.
Workshops
Before our workshops, we started with phone interviews to understand how each team was connected and their day to day process of activities. In total, we hosted 3 different workshops.
Workshop 1: Create a persona. The persona included goals, technology frequently used, pain points, and future potential. During the workshop, we reminded the participants to be customer centric and address their current needs, as well as anticipate their future needs.
Workshop 2: Create journey maps based on their personas. It was at this point, we wanted to host a third workshop to capture exactly where in the process the persona would interact with digital services.
Workshop 3: Map what digital services they use during their day to day tasks. We had previously created a catalog of all their digital services for easy reference.
Journey Map Workshop
Capture goals, touch points (digital and analog), pain points, Zebra opportunities, and emotions.
Digital Service Mapping
Determine which technology is used during each stage of a journey map.
Designs
To build the following designs, I used Adobe Illustrator and InVision .
Results
As a result of the workshops, Zebra Technologies increased inter-departmental communication, process knowledge, and awareness. We presented our findings to executives which helped identify several high and mid-level strategic opportunities for a multi-year IT roadmap. My consulting firm is still involved with Zebra while they continue to re-align strategic priorities for IT and Marketing.