A Valuable Tool Overview Walk-through

Why a Walk-through? The walk-through… Helps understand the customer and organizational processes Provides a new perspective Allows you to feel what it’s like Lets you see the process for what it is Seeks out and identifies real problems Generates ideas for improvement Keeps you asking why?…and why? again Standard slide – please do not modify. Engage the audience: This is a good time to ask of anyone has done a walk-through before—and if so, what their experiences were. If not, provide an example of your own from a recent walk-through experience. 2

3 1. Walk-through = Common misunderstandings about a walk-through: Inspection A walk-through is an experience where you see, hear, and feel the process as a customer.

3 2. Walk-through = Common misunderstandings about a walk-through: SECRET SHOPPER A walk-through should be announced to your staff. You want to engage them in the exercise.

3 3. Walk-through = Common misunderstandings about a walk-through: Customer Interview A walk-through is your own movement through the process, role playing the customer and documenting your own experience.