Monthly Archives: August 2010

Customer Journey Sketchboards

I use Customer Journey Sketchboards (Maps or Blueprints) within inception workshops and i think they are THE most effective method for creating a shared understanding of the end users experience, and for identifying new opportunities for improvement or change. These … Continue reading

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Agility and the Customer Experience

Diana and I presented this talk as part of the ThoughtWorks Quarterly Technology Briefings. “Balancing the extreme positions of “Big Upfront Design” and “Blind Incremental Development” is no easy task, particularly when an IT organisation is trying to apply Lean … Continue reading

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