To identify, deliver, maintain and support an outstanding Journey platform customer experience requires the efforts of individuals with a broad range of strengths and skills. They can be associated with specific Journey platform actions and responsibilities to define specific personas. Personas have roles associated with them, which provide a guideline and a reference for users performing specific tasks and actions. For example, a Form Builder is a persona that creates forms in Journey Maestro.
Personas can be grouped by teams. We define two main teams within the Journey platform:
The Implementation team develops new applications, such as forms, services, and delivery channels. The team typically consists of Implementation Managers, Form Builders, Template Designers, Platform Developers, Solution Architects, and Testers. Often there are multiple teams working concurrently to introduce new transactions to the environment. These teams are structured as a project team and depend on your organization’s chosen delivery style. The Implementation team will have access to develop forms within the authoring tools and deploy them to Manager development and test environments. They will have access to implement new services that correspond and compliment the forms in development, or that are required to support forms already in production.
The Implementation team consists of the following personas, including their user paths:
The BAU team maintains and monitors the platform, performs user management, and so on. It is imperative that customers assign the BAUusiness As Usual (BAU) is the view of an organisation, business unit, work team or team member completing their everyday work in the normal way., or Operations, team to ensure the daily on-going operation of the forms.
We can provide documentation on recommended operational support practices to the BAU team.
The following activities should be included in BAU monitoring:
The BAU team will:
The BAU team consists of the following personas: