As a member of the Customer Experience team at Barclaycard I developed new personas to understand and capture an understanding about the users and develop a new strategy for the integration of this new electronic point of sale product. This involved conducting end user interviews, capturing transcripts from recordings and mapping proto persona from the insights. I followed this up with developing an ‘As is’ journey/service map forthe day one (MVP) proposition for this new product. This involved running workshops with stakeholders including the Barclaycard partner ePosNow to map the ownership of different parts of the customer servicing journeys. This was followed up with a 'Go to' journey map to capture the ideal proposition (vision) across all delivery and support channels.

Deliverables

· Personas (customer interviews for proto personas)

· 'As is' journey map of service model

· Gap analysis

· 'Go to' journey map of service model