One of the critical competencies required of the modern project professional is the ability to communicate the customer experience of the project product and the customer experience. This presentation will explore how to identify function touchpoints for the product using a customer journey model.

This presentation will bridge the combination of the PMI talent triangle to effectively create understanding of the customer experience. We will explore the use of “Ways of Working” by discussing how to lead a customer journey elicitation session and provide Function Details in alignment with the Project “Development Approach & Life Cycle”. We will explore “Power Skills” by discussing the human interaction throughout the journey evolution, and we will explore ‘Business Acumen” and its definition of defining the environment in which the customer journey exists.

Finally, we will look at how to continually modify the journey throughout the project’s life cycle. Many times, exercises that identify the functional touch points are defined early in the project. However, through the project the detail of the interaction evolves with both assumption validation and refined product capability. The presentation will discuss how to keep the journey current throughout the project refinements.