On prototyping, customer service, and rolling Rory’s Story Cubes


Here’s your What? Who? Where? When? Why? How? for the week.

WHAT are the new risks with my remote meetings?

Remote stakeholder interviewing and meetings have their additional challenges beyond face-to-face encounters. Regardless of the technology used, we need to be keenly aware of these additional negative risks and pursue mitigations—not just rely on technology to compensate.

Remote Business Analysis: Interviewing and Facilitating | Mark Monteleon (Text at Modern Analyst)

WHO is resisting my approach to change?

Resistance to change is a growing problem for organisations around the world, especially given the level of change we’re all experiencing today. And because resistance is complex, difficult and emotional, you need to help people through this resistance and create significant value for them.

A Senior Change Advisor’s Approach to Managing Resistance to Change | Ankur Shah (Text at Prosci Blog)

WHERE are my customer’s wanting service to improve?

Customer service must be getting better. More responsive and, of course, helpful. With a focus on SLA’s for waiting time, first-contact resolution, and canned responses for frequently asked questions. By establishing the structures for omni-channel engagement. And yet, I rarely hear shining stories of customer satisfaction.

The analysis of customer service | Joe Newbert (Text at Newbert’s Blog)

WHEN is it a good time to use story cubes?

It might seem like a children’s game, but the reality is that Story Cubes are not a game at all (as we understand the concept of “game”). Behind their “childish” appearance, they are a very powerful tool to encourage improvisation and unleash creativity!

Rory’s Story Cubes: Unleash Your Creativity | Andy Baraja (Text at Netmind)

WHY should I use models to document requirements?

What’s wrong with using widely-used Business Requirement Specification templates, documenting lists of requirements in spreadsheets, or just using sticky notes or Kanban boards to document requirements? Modelling is an invaluable tool and no business analyst should work without them.

Why Model? | Danie van den Berg (Text at Medium)

HOW can I make the prototyping process work for me?

A prototype is an idea made tangible. It can be anything from a quick sticky-note sketch to a functioning application. Through prototyping, we can turn our ideas into great experiences that aim to address the needs and the problems that our team or our target audience face.

The ‘Prototyping Process’ | Gaurav Menon (Text at Medium)

Until next Sunday, keep growing,

— Joe

Chief Training Officer at the Business Change Academy
Editor for Inter-View Report and Podcast Host on OneSixEight FM.

P.S. What drives you in your career?