01 step
Start with the customer action that matters.
By Need
Customer Apps
Put the public or customer-facing flow in the same product as the work behind it.
The Challenge
Where this usually slows down.
Customer apps stall when the public flow and the internal work live in different systems.
By Need Best for: Products people outside the company use: requests, accounts, self-serve flows, and follow-up.
Approach.
How to run it well.
02 step
Keep the operator path in the same product.
03 step
Add rules where the experience has to stay consistent.
Architecture.
Core building blocks.
A customer-facing flow
An operator view for the work behind it
Shared records so both sides stay in sync
Milestones.
What to ship first.
1
Phase 1
Ship the first customer loop
2
Phase 2
Add the operator path
3
Phase 3
Tighten the rules that keep the experience consistent
KPIs.
What to measure.
Completion of the customer flow
Operator time per request
Time to change the experience
Next solution
All solutionsBy Need
Portals
Give customers, vendors, or partners one place to see status and take the next step.
Open solution