Customer
Experience Journey
Polaris Delivers an Extraordinary Customer Experience
At every step on the journey to meaningful business outcomes, the process of developing modern software requires close attention to the needs, activities and artifacts of an engagement. Polaris has honed this process and the framework we employ is shown in the graphic below. Hover over each phase to gain a high level understanding of the different elements we manage to enable an extraordinary customer experience.
DISCOVERY
IDEATION
PROPOSAL
DELIVERY
OPERATION
Discovery
Needs- Shared understanding of the problem
- Pain alleviation, getting to a better state
- Co-create the vision with all stakeholders
- Definition of success
- Feasibility analysis
- Stakeholder identification
- Shared visioning
- Customer Observation
- SWOT/Gap/Needs - Wants analysis
- Root/cause analysis
- Context, vision, and scope
- Goals for success
- Key business metrics for ROI
Ideation
Needs- Clarity on needs, wants, and nice-to-haves
- Understanding of tradeoffs
- Candidate solutions
- Options
- Brainstorming workshops
- User/personal identification
- Mapping process/journey/story
- Prioritization workshop
- Prioritized feature list
- Non-functional reqts
- Story blocking
- Process maps
- Fishbone diagrams
Proposal
Needs- Recommended solution
- Roadmap, timeline, and cost model
- Risks and mitigations
- Go/no-go decision
- Platform selection
- Architectural selection
- Application UX workflow breakdown
- Risk identification
- Cone of uncertainty discussion
- Context diagram
- Architecture overview, design, and style guide
- Ul workflows and wireframes
- Delivery plan, roadmap, and resource plan
- Estimate/budget
Delivery
Needs- Working solution
- Iterate and improve
- Inspect and adapt
- ROI: measuring progress
- Interactive, incremental development
- Product stewardship
- Story mapping
- Incorporate customer feedback
- Re-prioritization
- Backlog
- Sprint goals and sprint review
- User feedback and surveys
- Cumulative value charts
- Cycle time reports
Operation
Needs- Support for outages and upgrades
- Maintenance through bug fixes/minor features
- Training
- Transition of system to maintainers
- Personnel ramp-down
- Knowledge transfer meetings
- Architecture and system documentation
- Training materials