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Question 72 - Certified Strategy Designer discussion

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A strategy designer is hired to help service agents pool their shared knowledge, see the bigger picture, and understand what may be causing poor and disjointed support experiences, and where other pain points and opportunities may lie. Which method of co-design workshop should be used?

A.
Ideation
Answers
A.
Ideation
B.
Prototyping
Answers
B.
Prototyping
C.
Journey mapping
Answers
C.
Journey mapping
Suggested answer: C

Explanation:

The best method of co-design workshop to help service agents pool their shared knowledge, see the bigger picture, and understand what may be causing poor and disjointed support experiences, and where other pain points and opportunities may lie is journey mapping, which is a visual representation of the user's journey across different touchpoints and channels. Ideation or prototyping may not be suitable for synthesizing and analyzing existing service experiences.

asked 23/09/2024
Gaston Cruz
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