Before you start
When building out a new digital service in CXM you should already have documented the following:
- User stories
- Personas
- User journeys
- Data structure
- Process diagram
User stories express what you want the service to do from the perspective of a user. For example As a customer I want to be able to apply for X and renew the subscription. The more detailed these are the better.
Defined personas will help you understand who the actors are in any service and will help you understand what permissions you will need to configure in CXM.
A user journey is a series of steps (typically 4-12) which represent a scenario in which a user might interact with the service you are designing. A user journey typically combines different user stories and builds on them in more detail. User journeys will help you build, iterate and test your digital service in CXM.
A data structure is necessary to understand what field types and values your services require and will be used to build forms inside CXM and XForms.
A process diagram is a visual representation of the high level workflow and decision points of a service. It is necessary to have process diagram to refer to when building the workflow.