CJM for a Corporate IT Product: How We Discovered a Treasure of Valuable Business Requirements

This talk presents the practical experience of our product team in using the Customer Journey Map (CJM) as a tool for identifying new valuable business requirements and growth points for a corporate IT product. I will show how a detailed analysis of the customer, or rather, user journey, allowed us not only deeper understand user needs, but also to form specific requirements for the product, the service, and even related IT products.

I will explain what prompted us to turn to CJM, why we selected these specific stages of the user journey, the specifics of interviewing employees, the pros and cons of applying CJM to internal IT products, the effort and costs our team had to put into creating the map, and, most importantly, what user pain points we were able to address through CJM.