Creating a Cutting-Edge Meta-Research Framework
Overview
CVS had accumulated a wealth of great research, but had become a victim of its own success. Journey mapping and jobs-to-be-done (JTBD) research, while plentiful, had become compartmentalized across the enterprise. Locating that was known to exist was difficult enough, but discovering related and complimentary studies was even more so.
One of the first steps was to dig deeper into the latest best practices and review third-party software. Ultimately, it was decided that these did not meet our needs. Instead, it was decided that we would create our own solution.
This project established a navigational architecture, and an engaging and intuitive experience, through which both journey maps and relevant JTBD research could be quickly accessed to solve practical needs experienced throughout the design lifecycle.
Key Problems and Goals
Problem #1:
The company invested in and accumulated a great deal of Jobs to be done (JTBD) research and journey maps - powerful tools for driving strategy and design decisions - but these were disconnected and often difficult to locate.
Problem #2:
Journey maps lack standardized attributes necessary for scaling to enterprise-level operationalization.
Goal #1:
Create user-friendly connective tissue between relevant JTBD research and journey maps to enhance strategy and execution.
Goal #2:
Improve cross-train and cross-solution visibility and collaboration by inventorying all journey maps, assigning attributes for organizing at our enterprise scale, and publish journeys approved by UX research for consumption.
Some Use Cases
Screenshots
