Persona and Journey Mapping
01
Walmart Service Catalog
Team spent significant time with the Walmart GSM’s and their respective teams, understanding the current scope of services offered within each EBS service group. Through our conversations with the GSM’s, our team was able to document existing EBS services, prioritize each service, and create customer-oriented EBS service offerings
What was done:
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Identified four (4) focus areas for initial service catalog design.Met with Service Managers to document the scope of services and reconcile against industry standards.
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Completed prioritization exercise to evaluate high-priority services.
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Draft the initial service catalog across all (4) sub-functions.
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Design (6) high-priority service offerings.
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Reconcile service metrics and operational metrics against industry standards.
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Define intake parameters for the service catalog fulfillment process.
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Provide recommendations and a roadmap for service catalog implementation.
Intake Portal
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Started with 16 targeted interviews, across New Clients, Existing Clients, and EBS Team members.
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Developed three Personas based on interviews and research.
Persona
Leveraging Mural, we crafted a virtual two-session Design Thinking workshops, held over two days, with 10-15 participants from various groups within Walmart. Engagement and participation were high, and many insights were revealed as a result.
Journey Map