When we’re working with a new client, we’re often met by a mountain of CX goals – and then by budget and time constraints that make it impossible to implement all of them.
Maybe this sounds all too familiar to you; it’s a common scenario for anyone in the CX field. Here’s a simple method that helps us bring clarity into the prioritization process: the Now-Next-Later framework. It’s a four-step system that helps us and our clients figure out what needs to be done now, what should be done next, and what can wait until later. All you’ll need is a spreadsheet, Word document, or a piece of paper and a pen.
Step 1: Rate for Customer Importance
List your CX goals, initiatives, planned features, etc. Then, add a column and assign each list item a number that shows how important or impactful that change will be to the customer.
Low = 1 point
Medium = 2 points
High = 3 points
Step 2: Rate for Business Importance
Add another column and rate each item according to how important it is to your business outcomes.
Low = 1 point
Medium = 2 points
High = 3 points
Step 3: Estimate Resource Requirements
Finally, add a third column and give each item a number reflecting how much resources (time, budget, project requirement, gathering support) it will require. Note: The more resource-intensive the task, the harder it will be to accomplish. Lower scores mean a more difficult task.
Complicated / Difficult / Needs Lots of Resources = 1 point
Medium complexity / difficulty = 2 points
Low complexity / few resources = 3 points
Step 4: Add It Up
Add up the score for each item and sort by total points. Items with the highest scores are Now items: they should go to the top of your list of priorities. Mid-range items are Next: They are important, but they can be handled after Now items. Everything else is Later: Things that can be revisited in your next round of improvements.
We recommend revisiting priorities every six months or so. And if you need a little outside clarity, remember that CX by Design is always ready to help!
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