Australia Post x Western Union Customer Journey Map

When I was assigned the Western Union transformation program by Australia Post recently, I wanted to firstly understand the current customer experience and their pain points. Creating the Customer Journey Map took 2 weeks of intense work over and above the usual project management work, but it was super interesting, and well worth it.

(Later on, the focus shifted to the employee experience and expanded into a Service Blueprint, but more on that later.)

Here’s the key steps I took to create our Customer Journey Map:

  1. Persona: Profile our major persona and define their goals

  2. Existing Data: Source, collate and synthesise all existing data around the current customer experience, including staff manuals, previous customer interviews and other technical documentation

  3. Stages & Steps: Outline the high-level behavioural stages that the customer takes, then elaborate on the touchpoints and steps within those stages

  4. Emotions & Pain Points: Further elaborate on the journey’s step durations, emotional journey and pain points

  5. Validate: Validate with an outlet manager and update accordingly (we also used the session to understand her pain points from an employee experience perspective)

  6. Share: Walk through with the project team and relevant stakeholders

And here’s the CJM we created, using UXPressia.

From there, the Customer Journey Map helped the team and I to empathise and focus on what mattered from the customer’s perspective, ideate on opportunities for a future experience and prioritised requirements for the project.

Great Minds and How to Grow Them: Notes

A large part of my world right now is centred around my 20 month old son, Leon. He’s the most beautiful soul and brings us and those around him so much joy.

I believe my role as a dad isn’t just to always be there for him, but to support him in anything he wants to do and help him boost and expand his aspirations.

With that intention, I picked up a book by Deborah Eyre and Wendy Berliner called Great Minds and How to Grow Them. It’s about instilling a growth mindset in kids right from the beginning using very doable, everyday practices and attitudes. I found it super insightful.

Below is a mind map of selected notes from the book that I wanted to share. I hope the parents out there find it as interesting as I have.

Tools of Titans: Notes

I recently finished reading Tim Ferriss’ Tools of Titans - finally!

It’s like an anthology of ideas - tactics, routines and habits - collected by Tim Ferriss over a couple of years from some truly great people. Some I’ve heard of, some I haven’t, but they all had interesting perspectives and takeaways.

And as part of the speed reading course I’m currently training in, I’m trying a new form of note-taking I’ve learned using mind maps. Thought I’d share the mind map I created for Tools of Titans. Enjoy!

Disclaimer: These notes are far from comprehensive and are pretty biased to what I feel is relevant for me. I really recommend reading the full book.

By the way, I created this using a flow charting web app I’ve been using for a while now called Coggle, which I absolutely love. I’m unashamedly using the free version due to my austerity personal budget measures, and it still works great.

I’ll get into Coggle in a future post, I’m sure.

Opening Fashion Lane to the Advertising World

Working on the terms in an IO (like an agreement plus invoice) with an advertising agency.

Working on the terms in an IO (like an agreement plus invoice) with an advertising agency.

Fashion Lane is an awesome aggregation website where savvy shoppers visit regularly to keep tabs of fresh sales. My good friend Ed Chan’s done an amazing job designing, building, launching and iterating it pretty much single-handedly for the last 4 years. 

The site’s sole focus has been on its users by providing highly relevant and timely sales content. With that focus, its popularity and user base has been growing wildly, measuring up to and surpassing many older domestic and international fashion websites.

It’s also been a closed platform to advertisers, until now.

The Fashion Lane team's been growing in the last 12 months. And more recently, Ed wanted to beef up the product management and project management side of the business. He approached me, we talked, and as an avid user of the site already, I felt compelled to join the Fashion Lane story.

In the few weeks since coming onboard, we now have a media kit doing the rounds, deals are being executed and we have more advertisers in the pipeline to meet. Special shout out to the wonderful team at Rakuten Marketing who have helped us get up and running as well.

Minimal Effort Gratitude

Have you noticed anyone around you doing particularly great work? Don't just sit there and silently observe. Tell them!

Send them an email. Without expectations of anything in return. Be specific. Cc their manager too while you're at it.

So much great work's being created around us, but passes by with zero recognition or acknowledgement. Everyone's too busy with their own shit apparently.

This digital pat-on-the-back not only makes the person feel great about themselves (which they should), but also encourages them to continue creating great work.