Before you start building a board that will help you improve value outcome for your customer, you need to know exactly what your customer values.

A further workshop with the relevant members of your team should be used to try and tackle this question. Prepare the workshop by drawing a happy and a sad customer on the white board. Get your colleagues together again and start writing notes to find out what your customers value. Here are some of the most obvious examples of what your customer is likely to value – it is worth considering all of these, but also take time to work out what is likely to be the top priority:

You should also ask the question of what makes your customer sad, irritated, or dissatisfied.

Have a workshop to find out what makes the customer happy and what does not

As always, when having workshops, making it a little bit...